Project Manager

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. 

• Manage the intake, tracking, prioritization, escalation, and resolution of vendor tickets related to banking systems, operational issues, enhancements, defects, and service requests. 

• Act as the primary operations liaison with third-party vendors, internal technology teams, compliance, risk, and business stakeholders to ensure timely follow-up and clear communication. 

• Maintain accurate ticket documentation, including issue descriptions, business impact, ownership, status updates, dependencies, testing results, and closure evidence. 

• Coordinate user access requests, permission changes, role reviews, and access removals in accordance with internal access control procedures and segregation of duties requirements. 

• Support periodic user access reviews by compiling evidence, validating access needs with business owners, tracking exceptions, and ensuring timely remediation. 

• Perform basic system configuration activities, such as maintaining user profiles, updating operational parameters, configuring workflow settings, and supporting routine system setup changes within approved authority levels. 

• Assist with system testing, defect validation, release readiness, and post-implementation review activities for vendor-delivered fixes, enhancements, and configuration changes. 

• Develop and maintain project plans, action trackers, status reports, issue logs, and meeting notes to support transparency and accountability. 

• Monitor open items, aging tickets, SLA performance, and escalation triggers; provide recurring reporting to management and stakeholders. 

• Identify opportunities to improve operational workflows, reduce manual effort, strengthen controls, improve ticket resolution timelines, and enhance user experience. 

• Ensure all activities are performed in compliance with bank policies, information security standards, vendor management requirements, audit expectations, and applicable regulatory requirements. 

• Support documentation of procedures, job aids, decision trees, checklists, and control evidence related to system access, configuration changes, vendor tickets, and operational support processes. 

 

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Communication – Communicates clearly, listens effectively, and keeps employees and managers appropriately informed. 

• Job Knowledge – Working knowledge of Bank operations, internal controls, user access management, information security principles, and operational risk management 

• Judgment – Makes timely, sound decisions and involves appropriate stakeholders when needed. 

• Organizational Support – Ability to coordinate multiple priorities, track open items, follow up with stakeholders, and drive timely resolution of issues. 

• Planning and Organization – Prioritizes work, manages time effectively, and develops practical action plans. Strong attention to detail, documentation discipline, and follow through 

• Project Management – Clarifies requirements, communicates progress and roadblocks, and completes projects timely. Strong written and verbal communication skills, with the ability to summarize complex operational or system issues clearly for business, technology, and vendor audiences.

 

Qualifications: The requirements below represent the education, experience, skills, and abilities needed to perform the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

 

Education/Experience: Minimum of three to five years of experience in operational Project Management or a related field required, preferably in bank operations, financial services, vendor management or a related function. Experience managing vendor tickets, service requests, defects, enhancements, or operational issue resolution through a ticketing or case management platform.

 

Language Ability: Ability to read, write, and communicate effectively in English with customers, clients, employees, and management. 

 

Reasoning Ability: Ability to apply sound judgment and logical thinking to practical and analytical problems. 

 

Computer Skills: Proficiency with Microsoft Office products, including Excel, Word, Outlook, teams and PowerPoint.

 

Supervisory Responsibilities:  Manages a small team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. 

 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

 

The noise level in the work environment is usually moderate. The work environment is fast-paced, and heavily reliant on technology.  The individual must be comfortable with computer systems, email, web-based applications, and a paperless environment.

 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

 

While performing the duties of this job, the employee is regularly required to sit; talk and hear and use hands to execute tasks.  The employee is occasionally required to stand and walk. The employee must be able to occasionally lift and/or move up to 10 pounds. 

 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.