Director of Human Resources Operations and Employee Services

Description

About Bankwell:

Bankwell is a commercial bank with more than $3 billion in assets that serves the banking needs of businesses and individuals. At Bankwell, we pride ourselves on our unique ability to bring you high touch, high quality banking with the expertise and dedication of our experienced team of professionals. When it comes to business, our deep industry knowledge, flexibility and innovative treasury and financing services enable us to find the right solutions for our business and commercial clients. We’re passionate about giving back and are actively involved with many not-for-profit organizations that help shape and improve the lives of others. We’re dedicated to giving our time and talent to support the communities we serve. More about Bankwell can be found at

Summary of Position:

The Director of Human Resources Operations and Employee Services is responsible for building an HR organization that is operationally excellent, highly responsive, and trusted throughout the bank.

The successful candidate will strengthen HR’s operational foundation by improving processes, clarifying ownership, enhancing manager support, and delivering exceptional employee service. This leader will ensure that HR operates with consistency, efficiency, compliance and accountability while preparing the department for future organizational growth.

This position is not expected to build a sophisticated talent management or organizational development function immediately. Instead, the priority is creating an HR department that executives, managers, and employees rely upon because it consistently delivers high-quality service and well-managed operations.

Primary Responsibilities:

Operational Excellence

• Evaluate and improve all HR operational processes.
• Lead a comprehensive review of HR administrative work to determine its value, ownership, efficiency, and necessity.
• Eliminate unnecessary administrative and compliance work while simplifying essential processes.
• Standardize procedures and documentation across the department.
• Ensure every HR process has a clearly identified owner.
• Improve workflow efficiency through process redesign and appropriate technology.
• Develop service standards and performance measures for HR operations.

Employee Services

Provide exceptional support to employees by ensuring HR services are responsive, consistent, professional, and easy to access.

Oversee:

• Recruitment
• Employee onboarding
• Benefits administration
• Employee records
• HRIS administration
• Leave administration
• Policy administration
• Employee inquiries
• Employment documentation

Create an employee experience characterized by professionalism, responsiveness, and respect.

Manager Partnership

Serve as a trusted operational advisor to managers by providing practical guidance regarding:

• Hiring processes
• Employee relations
• Performance management
• Corrective action
• Policy interpretation
• Employee promotions and terminations
• Workplace concerns

Help managers resolve issues early while ensuring consistency and fairness.

Process Improvement

Establish a culture of continuous improvement within HR by regularly asking:

• Does this process create value?
• Is HR the appropriate owner?
• Can this process be simplified?
• Can technology improve efficiency?
• Can unnecessary work be eliminated?

Lead ongoing operational improvement initiatives.

Compliance and Risk Management

Ensure the department maintains:

• Regulatory compliance
• Employment law compliance
• Accurate personnel records
• Policy governance
• Audit readiness
• Document retention standards

Leadership and Team Management Responsibilities

Build a high-performing HR team by:

• Establishing clear expectations
• Defining roles and responsibilities
• Developing staff capabilities
• Improving accountability
• Creating a customer-service mindset
• Promoting continuous learning and improvement

Partnership with Executive Leadership

Provide executives with reliable operational information regarding:

• HR service levels
• Workforce metrics
• Recruiting progress
• Compliance status
• Process improvement initiatives
• Organizational readiness

Recommend practical operational improvements that strengthen the organization.

Initial Priorities (First 12 Months)

The successful candidate will:

• Complete an HR Administrative Value and Ownership Review.
• Clarify ownership of all recurring HR processes.
• Simplify or eliminate outdated administrative activities.
• Standardize core HR procedures.
• Improve service levels for managers and employees.
• Strengthen recruiting and onboarding operations.
• Implement meaningful operational metrics.
• Develop an annual HR operational improvement plan.
• Partner with leadership to support organizational change associated with the bank’s core conversion.
• Establish the HR department as a dependable operational partner to the business.

Requirements

Desired Qualifications:

• Demonstrated success improving HR operations and service delivery.
• Strong process improvement and organizational skills.
• Experience leading HR operations within a regulated environment, preferably banking or financial services.
• Knowledge of employment law, compliance, benefits, payroll, and HR systems.
• Ability to simplify complex processes and improve operational efficiency.
• Excellent judgment, communication, and relationship-building skills.
• A practical, service-oriented leadership style with a strong customer focus.

Leadership Competencies

The successful leader will demonstrate:

• Operational discipline
• Process orientation
• Continuous improvement mindset
• Strong customer service orientation
• Sound judgment
• Accountability
• Collaborative leadership
• Calm, practical problem solving
• Ability to build trust across all levels of the organization
• Commitment to treating employees with dignity, consistency, and respect

Definition of Success

Success will not be measured by the number of HR programs introduced.

Success will be measured by whether:

• HR processes are simple, reliable, and well managed.
• Managers view HR as a trusted operational partner.
• Employees receive timely, respectful, and consistent service.
• Administrative work has been streamlined and unnecessary work eliminated.
• HR has clear ownership and accountability for its work.
• The department is well positioned to support the bank’s future growth and organizational development.
• The Director’s ultimate responsibility is to build an HR function that makes the bank easier to lead, easier to work in, and operationally prepared for the future.

FLSA Status: Exempt

Competitive compensation and benefits, including:

• Medical, dental, and vision coverage
• Employer-paid life and disability insurance
• HSA option
• Employee Assistance Program (EAP)
• Telehealth and wellness resources
• Supplemental insurance options
• Pet insurance and legal plan benefits

Benefits become effective on the first day of the month following date of hire

This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks assigned by supervisory personnel, regardless of job titles or routine job duties.

Bankwell is committed to a policy of Equal Employment Opportunity and will not discriminate against any applicant or employee on the basis of race, color, religion, sex, sexual orientation, national origin or ancestry, age, physical or mental disability, veteran or military status, marital status, or any other legally recognized protected basis under federal, state or local laws.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of Americans with Disabilities Act and certain other state or local laws. Please inform Bankwell’s Human Resources representative if you need assistance completing any forms or to otherwise participate in the application process.

All employees are responsible for complying with banking regulations that apply to Bankwell. This includes, but is not limited to, adhering to the BSA and various consumer protection regulations, and complying with OFAC sanctions. Employees are required to complete compliance training and follow policies and procedures for applicable regulations based on their role. An employee’s failure to comply with banking regulations will be individually reviewed and assessed. The result of non-compliance may impact job performance ratings and may be serious enough to require termination of employment.