Director of Consumer Service Support

Position Summary

The Director of Consumer Service Support is responsible for providing oversight and management for operational process, analytical and strategic leadership through the delivery of operational support; providing direction to utilize systems and solutions which provide cost effective bank related services in a constantly changing marketplace. This position will report to the President of Credit and Bank Administration.

Duties & Responsibilities

Through leadership of Deposit Operations, Loan Operations, Payments, Card Services, Item Processing departments, the Director will provide an overriding solution to all areas of the bank and coordinate mangers in planning, implementing processes and systems to support both distributed and centralized business operations to complement the needs of our external and internal customers through:

• Formulation of business strategy that facilitates the design of policies that align with the organization’s growth objectives
• Work effectively with business units to identify, analyze, and mitigate internal and external risks to support sustainable growth
• Ensure customer experience with banking operations is exceptional and aligned with customer-centric values
• Develop a robust, world-class process framework that contributes to effective iterative improvement of customer outcomes, efficiency and risk mitigation
• Possess technical knowledge of payment networks with the ability to make critical, timely decisions about their implications
• Working with operations management to create and manage long-term goals, budgets, and operating plans
• Successfully execute strategies, resolve issues, and provide support on all operational matters throughout Busey Bank

Education & Experience

Knowledge of:

• Broad knowledge of the financial services industry, particularly in fintech, broker-dealers
• Operational performance and financial risk metrics, with the ability to quantify outcomes and improve them; familiarity with and demonstrated experience applying decision analytics in a similar role preferred
• Developing new programs and processes to support the strategic direction of the organization
• Strong verbal and written communication skills
• Strong collaboration and team-building skills

Ability to:

• Working with operations management to create and manage long-term goals, budgets, and operating plans
• Lead and improve diverse, remote teams into successful outcomes strongly preferred

Education and Training:

• Advanced degree (JD, MBA, MA/MS) strongly preferred; Bachelor’s degree required.
• 10+ years of fintech or banking operations experience including banking compliance, financial institution operations or risk management functions, with at least 5 years of experience in managing complex projects and teams.
• CRCM, CAMS and CFE certifications are strongly preferred but not required.

Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.