Director of Customer Service Operations

Job Description

Job Description

Position Title: Director of Customer Operations
Reports To: Chief Operations OfficerGeneral Purpose:

The Director of Operations is responsible for leading and optimizing the Bank’s operational functions, ensuring efficient, compliant, and customer-focused delivery of services across the call center, deposit and digital banking operations. This role partners closely with management across the organization to drive operational excellence, support growth initiatives, strengthen internal controls, and enhance the overall customer experience. The Director will oversee day-to-day operations while advancing strategic initiatives, including process improvement, technology adoption, and regulatory readiness.

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
• Perform other job duties as assigned.

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

Skills:

• Strong knowledge of banking regulations and operational procedures across deposit, card, and digital products.
• Expertise in process improvement methodologies preferred
• Effective leadership and team development.
• Strong communication and interpersonal skills.
• Strategic thinker with execution capability.
• Ability to manage multiple priorities in a regulated environment.
• Proficiency in Microsoft Office Products.
• Ability to analyze data to make strategic recommendations and decisions.