Head of Branch Services and Operations Support

Position Summary

The Head of Branch Services and Operations Support is a senior leadership role responsible for the strategic oversight and execution of all operations support functions for the US Retail Branch Network. This leader will direct multiple teams across customer onboarding, servicing, operations support, technology support, and centralized controls to drive flawless execution of the branch risk and control framework. The role is pivotal in collaborating with senior stakeholders to manage complex issues, spearhead transformation initiatives, and ensure operational integrity and excellence across the entire branch network.

Position Description

• Strategic Leadership: Spearhead the strategic direction and operational execution for all branch services, including Customer Onboarding, Servicing, Technology, Teller Processes, and Change Management, ensuring end-to-end process integrity and regulatory compliance.
• Risk & Control Governance: Govern the branch network's risk and control framework, delivering strong execution for all operational processes, managing operational and fraud loss performance, and serving as the primary liaison for internal audits and compliance exams.
• Proactive Risk Management: Architect and implement proactive risk control programs and robust field engagement routines to mitigate operational risk, minimize losses, and ensure the security of customer and bank assets.
• Process Transformation & Innovation: Drive a culture of continuous improvement by analyzing control performance and identifying innovative opportunities to simplify, automate, and digitize processes, thereby enhancing efficiency and the client experience.
• Issue & CAP Management: Direct the end-to-end lifecycle of issue and corrective action plan (CAP) management, from self-identification and gap assessment through to remediation, closure, and validation.
• Regulatory & Policy Oversight: Drive the regulatory change management process for the branch network and manage a comprehensive portfolio of centralized control programs (e.g., Complaints, Records Management, NMLS) to ensure adherence to all global and local requirements.
• Technology & Change Leadership: Direct branch technology support initiatives, including application ownership, UAT, and incident/contingency planning, while facilitating a disciplined policy and procedure change control process.
• Stakeholder Collaboration: Serve as a key strategic partner, collaborating with senior leaders across Branch Leadership, Fraud, Legal, Compliance, Controls, and Operational Risk to influence support, drive change, and improve operational acumen.
• Senior Management Communication: Ensure transparent communication with senior management, providing regular, concise updates on the risk and control environment, key initiatives, and the status of corrective action plans.
• Vendor & Third-Party Governance: Govern relationships and performance of all third-party vendors for the branch network, ensuring strict adherence to all legal, compliance, and service-level requirements.
• Field Support & Incident Command: Provide executive-level support and command for critical field incidents, including escalated client issues, business continuity events, and robbery responses.
• Cultural Development: Champion a culture of risk and control excellence and transformation, elevating the skills and knowledge of the organization on all aspects of risk management, including Manager's Control Assessment (MCA), ARCMs, and proactive self-identification of issues.

Qualifications and Skills

• Bachelor's degree in Business, Finance, or a related field; Master's degree preferred.
• 15+ years of direct, relevant experience in financial services, with extensive experience in operations, risk management, or a large-scale control function.
• Demonstrated success leading and developing large, high-performing teams with broad accountability in a complex, matrixed organization.
• Deep expertise in the processes, controls, and regulatory environment of a retail branch network.
• A passion for process excellence and innovation, with a proven track record of identifying and implementing opportunities for simplification, automation, and efficiency.
• Exceptional ability to partner, present, and negotiate effectively with senior leadership and C-suite executives.
• Superior analytical, strategic thinking, and problem-solving skills with the ability to rapidly identify and address complex issues.
• Proven experience developing and implementing proactive, enterprise-level risk control and fraud/loss prevention programs.
• Ability to balance long-term strategic priorities with tactica