Director of Operations

Responsibilities

• Provide leadership, coaching, and mentorship to drive alignment with organizational vision, enhance employee engagement, and promote continuous professional development.
• Lead and manage a segment of the Bank’s operations, including deposit operations, fraud, payment processing, call center, and digital banking.
• Partner with department managers to develop product roadmaps, oversee the product lifecycle, and support initiatives that drive growth across product lines.
• Drive operational efficiency through process improvements, automation, and scalable workflows.
• Establish and monitor KPIs to measure service levels, productivity, accuracy, channel preferences, and customer experience.
• Ensure compliance with banking laws and regulations; maintain audit readiness and support examinations.
• Partner with Compliance and Audit to strengthen internal controls and mitigate risk.
• Oversee vendor relationships and performance management.
• Collaborate with cross-functional teams to align operations with business objectives.
• Partner with the Training and Development Coordinator to develop and implement training programs that promote product knowledge and process proficiency.
• Represent the operations team as an active member on various internal committees.

Qualifications

• Bachelor’s degree in Business, Finance, Accounting, or related field
• 10+ years of banking operations experience
• 5+ years of leadership experience
• Experience with deposit and payment operations
• Track record of process improvement and operational transformation
• Experience supporting regulatory exams and audits
• Familiarity with core banking systems