Director, Bank Operations Delivery & Strategy
$145,000–$165,000 year
On-siteReading, Massachusetts, United States
Job Summary
Develop and execute the strategic vision for bank operations and contact center services, leading process improvement, automation, and digital transformation initiatives. Establish and monitor KPIs that drive efficiency, quality, customer satisfaction, and employee engagement while ensuring operational processes support growth with strong controls and compliance. Collaborate with technology teams to implement omnichannel solutions and manage vendor relationships to evaluate outsourcing opportunities. Build and coach high-performing teams, reporting directly to the Chief Operating Officer to drive operational excellence and scale the growing community bank.
Required Qualifications
- Bachelor's degree in Business, Finance, or related field
- 15+ years of banking operations experience
- 7+ years of management experience within financial services
- Proven success leading operational transformation, process redesign, automation, and complex projects
- Strong knowledge of banking regulations, risk management, and compliance
- Exceptional leadership, communication, and strategic thinking skills
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