Regional Operations Manager - Consumer (NM Region)

About the role

The Regional Operations Manager (ROM) is a strategic member of the regional leadership team, responsible for driving operational excellence, regulatory compliance, increased efficiencies, and risk mitigation across the branch network. This role serves as the key operational advisor for retail leadership and partners cross-functionally to implement enterprise initiatives, influence field readiness, and ensure a culture of strong internal controls.

Responsibilities

• Provide hands-on leadership in the execution, monitoring, documentation and reporting of operational standards across an assigned region of 12-16 branches
• Serve as the subject matter expert and coach for all retail policies, procedures, banking regulations, compliance protocols, and branch review readiness
• Leverage operational data and trend analysis to identify gaps, forecast risk, and drive performance improvements
• Partner with Compliance and Oversight and Consumer Banking Support teams to develop actionable insights for senior leadership
• Own regional remediation planning post-branch review and monthly KPIs
• Ensure branch network adherence to regulatory and corporate compliance requirements. Monitor completion of all mandatory training, and Archer Assertions
• Lead operational readiness and change management for retail M&A activities
• Partner with several lines of business to facilitate seamless branch onboarding, branch operational requirements, and cultural integration
• Act as operational lead on retail transformation projects, including branch openings, refreshes, closures, and consolidations
• Act as liaison between the branch and Manager of Strategic Sourcing, ensuring timelines, communication, and training are aligned with field needs
• Assess branch associate competencies and partner with Training to build &/or review customized onboarding plans. Lead regional operational training initiatives and reinforce learning through branch touchpoints and feedback loops
• Serve as point of contact for escalated security events, including robberies. Coordinate with Corporate Security on incident response, staffing recovery, and compliance documentation
• Liaise between branches and key departments including Consumer Operations, Legal, Compliance, Fraud, Training, Procurement, and Security to advocate for branch needs and elevate operational effectiveness
• Investigate and resolve complex operational challenges, customer issues, and system inefficiencies. Maintain oversight of error tracking and promote a culture of accountability and proactive resolution
• Other Duties as Assigned

Requirements

• Minimum 5+ years of experience in retail banking operations, risk management, or compliance leadership
• 3+ years leadership experience
• Bachelor’s degree in business, related field, or comparable experience
• Demonstrated experience managing through change
• Strong understanding of banking regulations, operational policy, and audit frameworks
• Excellent communication and relationship-building skills across all organizational levels
• Prioritized analytical skills with ability to interpret data and drive strategy
• Advanced skills in branch operations and teller & platform functionality

Preferred Experience

• Supporting M&A
• Ability to build relationships and inspire trust across the organization
• Ability to present and convey information that influences individuals at varying levels within the organization