Reporting to the Chief Operations Officer, the Vice President of Operations directs, coordinates, and oversees all activities related to banking operations as they relate to deposit operations, debit card services, and core and ancillary operating systems. Leads operational efforts to improve efficiency through streamlining and prioritizing of strategic initiatives and by actively participating in all major and selected improvement projects that affect operations. Continuously researches, reviews and recommends best practices and service enhancements. Leads, coaches and mentors assigned personnel and works with each team member to maximize their performance. Works to create a team environment with other business units to include audit and compliance to provide requested information and work cooperatively with examiners/auditors and third parties as needed.
Directs all aspects related to the strategy, development, implementation and ongoing management the bank’s personnel as it relates to the Bank’s operational functions.
Leads key automation and robotic initiatives by identifying opportunities by channel to expand self-service capabilities, developing and implementing transaction migration strategies, and measuring the success and ongoing performance.
Develops and/or approves operations objectives, policies, and procedures. Collaborates with key stakeholders, line of business leaders, and other managers to drive the technology roadmap as it relates to operations.
Responsible for directing and coordinating standardization and uniformity of deposit products to include product knowledge; training and consistency of practices; customer information quality and integrity; CD/IRA/Savings/Deposit knowledge and support; and regulatory compliance of customer information and standards.
Ensures timely transaction processing and quality customer service and strict adherence to policies and procedures.
Assists with legal matters such as POA reviews, fraud/high risk investigations and provides timely notification to the COO/CEO.
Reviews current key business processes and modify as necessary to ensure compliance with regulatory requirements and reflect operational excellence and a high level of organizational effectiveness.
Provides business analytics; reviews/analyzes metrics; identifies key insights and opportunities for improvements aligning with bank best practices.
Maintains a consistent distribution of reporting as requested to include work plans, schedules, resource plans and status reports.
Fosters a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, and aligning employee engagement with OP’s mission, vision and strategic plan.
Identifies, refines and develops team goals, and ensures team is tracking to achieve goals.
Provides overall operational leadership to project teams and committees as assigned ensuring milestones/deadlines and reporting requirements are met.
Ensures areas of responsibility are in Compliance with all bank regulations, local, state and federal law by developing and maintaining necessary internal controls and self-checks as required by SOX. Required to develop and maintain a working knowledge of all regulatory changes as they affect operations.
Works with the COO, the Compliance and Audit committee to ensure operational exceptions are cleared in a timely manner with necessary corrective actions.
Serves as the operational SME as it relates to Fiserv, the bank’s core operating system and serves as vendor liaison with assigned operational vendors such as the Federal Reserve.
Ensures high quality level of internal and external service through feedback and service level measurement. Seeks to immediately resolve any consumer or internal service complaints.
Broad understanding and knowledge of federal, state and local regulations governing financial institutions.
Intermediate knowledge of MS Teams, Word, and Excel with the ability to learn other job specific applications such as Signature, OP’s Fiserv core operations system.
Intermediate knowledge of general accounting principles and human resource management.
Strong written and oral communication skills and ability to distill and convey information in a compelling manner.
Excellent organizational skills; detail oriented.
Excellent interpersonal skills along with well-developed customer relations skills.
Skill in leading major initiatives, with a special focus on executive-level presentation and cross functional and interdepartmental collaboration.
Skill in adopting technological advancements and facilitating into current and future responsibilities.
Skill in analyzing situations and applying critical thinking in order to resolve problems and decide on courses of action.
Ability to motivate, coach, develop and evaluate teams to measurable standards.
Ability to thrive in highly ambiguous environments and possess agility to work at tactical, strategic and operational levels.
Education and Experience
Bachelor's Degree in Business Administration or related degree; or equivalent combination of education, training and experience.
Ten or more years of related financial institution operations experience with an advanced knowledge of operations functions, systems, policies and procedures.
Master’s/Advanced Degree preferred.
A minimum of ten (10) years of progresssive Operations experience (in a Financial Institution preferred)
Minimum of seven (7) years in a leadership capacity including leading a multifunctional team.