Head of Operations & Business Management

Position Type Full time

We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. As a Supervisor, BPS Operations Processing, you will lead a team responsible for delivering operational excellence, quality outcomes, and service performance aligned with business objectives. You will provide day-to-day leadership, drive workflow efficiency, and ensure adherence to operational policies and procedures. You will collaborate across teams and stakeholders to improve processes, mitigate risk, and support continuous operational improvement.

Lead daily operations to ensure consistent service delivery, productivity, quality, and performance outcomes.

Provide direction, coaching, and support to team members while fostering accountability and professional development.

Monitor operational metrics and implement actions to improve efficiency, accuracy, and customer experience.

Ensure compliance with established policies, procedures, regulatory requirements, and risk controls.

Partner with internal stakeholders to resolve operational challenges and support business objectives.

Lead operational projects and process improvement initiatives that enhance scalability and performance.

Communicate priorities, changes, and performance expectations effectively across teams and stakeholders.

Support system, process, and procedural enhancements through feedback, testing, and implementation activities.

Bachelor’s degree or equivalent combination of education, training, and relevant experience.

Experience leading or supervising operations, processing, service, or business support teams.

Strong influencing and stakeholder management skills across multiple functions.

Demonstrated success in root cause analysis, problem-solving, and operational decision-making.

Experience monitoring operational performance metrics and driving continuous improvement initiatives.

Knowledge of operational controls, compliance requirements, and process governance practices.

Ability to manage competing priorities in a fast-paced, deadline-driven environment.

Experience within financial services, banking, payments, fintech, or business process outsourcing environments.

Knowledge of Lean, Six Sigma, continuous improvement, or process optimization methodologies.

Experience leading operational change initiatives and cross-functional projects.

Proficiency with workforce management, reporting, and operational performance tools.

Strong analytical skills with experience interpreting data to drive business outcomes.

Personal and professional learning

Resources to give back to your community

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We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.