Senior Vice President Enterprise Operations Leader

Our client stands at the forefront of innovation, corporate responsibility, and sustainability, setting a high bar for community engagement. As the largest community bank in the market, our client leverages its unique position to make a significant impact through volunteer efforts and substantial donations to charitable and civic causes. As a mutual bank, they are committed to their depositors, employees, and the community, focusing on long-term viability and the best interest of their customers. The convenient banking centers in Massachusetts and Connecticut ensure that their customers receive top-notch service, reinforcing their dedication to the communities they proudly serve.

Lead the organization in establishing a centralized operational service strategy with the goal of establishing a Corporate Operations function that supports multiple banking organizations. This model will ensure that critical services and functions are provided to each bank, creating efficient, compliant and best-in-class service for all consumer and business customers.

Collaborate with Executive team and key stakeholders to understand current operating practices and standards for all consumer and commercial banking transactions in order to set and drive operations optimization strategy and establish corporate structure for a centralized operations function.

Initial Responsibilities:

• Build strong relationships, bring people together to understand the service models in place and to implement an enterprise-wide operational support model which enhances the overall customer experience and reinforces the CARE Program.
• Analyze internal operations, identify areas for process enhancement and develop an action plan to establish efficient and effective service protocols which support each line of business.
• Implement business strategies and plans that align with the short- and long-term objectives developed for the organization which will provide effective operational support during the transition period of establishing a centralized operations function and the longer-term goal of a Corporate Services Model.
• Develop Corporate Operations Strategy and a Corporate Operations Road Map, which will include service and support functions for the organization, to document the progression planned for the business unit.
• Lead the process to translate Corporate Operations strategy into actionable steps for implementation and document the organization-wide efficiencies to be gained in how we service, support and maintain customers. Identify resource needs and technology enhancements which support strategy.
• Identify ways in which to monitor performance, production and overall customer satisfaction. Implement new programs with tracking software/procedures. Establish Service Operations scorecard to report and oversee Operations unit.

Longer-Term Responsibilities:

• Establish the strategic priorities for the Corporate Operations Group by drawing from the organizational strategy at each bank and implementation of road map for Corporate Operations Group.
• Provide leadership and oversight to the functions within group such as: Loan Operations, Deposit Operations, Electronic Banking. Some areas could be added with the evaluation and consolidation of support services for the organization.
• Provide guidance and direction in the development of policies, procedures, controls, and monitoring for quality assurance, risk mitigation and regulatory compliance.
• Establish and support a learning and continuous improvement culture.
• Work with internal and external resources and consultants to understand any new or proposed regulation that may impact Operations Group.
• Collaborate with System Administration area to participate in regular and ongoing development of Core System Roadmap; Assist in the evaluation of vendor relationships and technology to ensure the best solutions for the organization. Manage key vendor relationships and monitors service contracts with key vendors, including those managing our ATM network, Debit Card Program, On-line Banking and Mobile Banking Programs, ACH Programs, and VRU (Teller Connect)
• Establish Key Performance Indicators (KPI) to measure the performance of electronic / digital channels; Research Desks service standards; ODP performance; Deposit Operations and item processing performance levels. Utilizes KPIs and data in the recommendation of new products, services, channels, technology, process improvements, vendor selection, and staffing and resources.
• Works with Department Heads to evaluate staffing requirements while investigating new systems and resources to ensure that the departments are appropriately structured and positioned to meet changing customer expectations, regulatory requirements, competitor challenges, and performance goals.