White Papers

The New Role of Operations: Exploring Channels, Talent, Innovation, Collaboration, and Risk in a Complex World

Download The New Role of Operations White Paper


Executive Summary

Operations — the set of functions, processes, and systems that support internal teams and external customers/members— is the hub of every organization. Its functions include payments and transactions, account onboarding, process improvements, adherence to risk and compliance, and regulatory guidelines, to name just a few of the critical roles operations fulfills. It’s what makes product deployment and support possible. Because of this, operations serves as the foundation for a financial institution’s success. 

The disruption caused by the COVID-19 pandemic accelerated shifts in operations already underway, most notably, in five specific categories: delivery channels and technologies, talent and staffing, innovation, collaboration, and risk.   The pandemic also brought other factors into play — branch closures, remote staff, accelerated innovation, and the   need for new skill sets among staff members to manage expanded responsibilities and customers’/members’ expectations. Almost overnight, operations went from a tactical, task-oriented focus to a strategic framework that broke down silos   and extended into every aspect of a financial institution’s business and functions. 

This white paper, co-authored by NEACH and The New Role of Operations Workgroup, addresses these changes by defining the new role of operations, identifying the challenges facing operations today, highlighting new opportunities in operations, and concluding with specific actions financial institutions may want to consider as they navigate the “new normal.” 

Download The New Role of Operations White Paper


The New Role of Operations Workgroup

Joe Casali, AAP, NCP, Executive Vice President, Education and Payments Innovation NEACH
Mark Dixon, AAP, APRP, NCP, Vice President Education, NEACH
Linda Carmichael, SVP, Operations, Fidelity Bank
Stessa Cohen, Consultant, Pivot Assets
Linda Cooper, VP, Senior Operations Manager Gorham Savings Bank
Linda Gary, Cash Operations Supervisor PayFlex
Jason Ginsberg, Director of Bank Operations Union Savings Bank
Keri Gonzalez, SVP, Operations , Savers Bank 
Lynn Hurd, VP, Operations, NH Mutual Bancorp
Shane Kean, Cash Management Services Coordinator National Bank of Middlebury
Kathy LaGrave, VP, Operations Innovation Officer, Ion Bank
Michelle Latham, AAP, Assistant Manager, Digital Banking Androscoggin Savings Bank
Patricia Mullin, CCM, SVP, Director of Treasury Management Cambridge Trust Company
Rita Myers, AAP, APRP, NCP, Vice President, Direct Banking Torrington Savings Bank
Jessica Pair, Operations Specialist, North Easton Savings Bank
Serena Petrucci, AAP, AVP, Deposit Operations Manager Centreville Bank
Joe Spatarella, Chief Client Success Officer, Prolific Banking


Interested in participating on a NEACH Workgroup or Committee?
Email membership@neach.org for information on how to get involved. 

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