Position Summary: The Director, Bank Operations is a senior operations leader who partners closely with executive management and has hands-on responsibility for the bank's day-to-day operational functions, including consumer and commercial deposits, loans, payments, cards, and account servicing. The role works closely with the bank's core banking and servicing providers, affiliate support teams, and third-party professionals to ensure the effective execution of critical operational activities and specialized projects.
The Director also serves as the senior manager of the bank's call center function for bank products and is periodically customer-facing in that capacity. This is a highly visible role with significant opportunity for growth into broader operational leadership as the bank continues to expand and scale.
Essential Duties and Responsibilities: - Manage day-to-day operational execution of the bank's lending and deposit servicing functions, including loan boarding, funding, servicing, payment processing, and exception handling for bank-held products.
- Own operational quality control, process documentation, policies, procedures, desktop guides, and job aids for lending and servicing workflows ensuring alignment with Board-approved policies, applicable consumer protection standards the bank's compliance and document review calendar.
- Serve as the bank's primary operational liaison to the core banking/servicing software provider, affiliate partners, and consultants, coordinating system configuration, issue resolution, releases, user access, and other activities necessary to support effective bank operations.
- Coordinate with affiliate operations partners and other third parties who support bank-related matters, maintaining clear delineation between affiliate and bank-only activity consistent with applicable information-sharing requirements.
- Serve as the senior manager of the bank's call center function supporting bank products.
- Establish, monitor, and report on operational performance metrics, including loan quality, delinquency trends, servicing SLAs, operational KPIs, call center performance, quality assurance results, customer satisfaction measures, and exception trends.
- Identify, prepare and present operational trends to senior management and escalate issues as requested by governance committees.
- Personally handle or directly oversee resolution of escalated, complex, or sensitive customer inquiries and complaints, ensuring fair, timely, and compliant outcomes.
- Review call center scripts, disclosures, and complaint-handling procedures for consistency with consumer protection requirements and bank policy, coordinating with Compliance as needed.
- Partner with senior management and the bank's risk and compliance functions to implement the operational components of Board-approved risk management and compliance programs.
- Support internal and external audit and examination requests related to lending, servicing, and call center operations, including evidence gathering, tracking, and follow-up on corrective actions.
- Support senior management by providing continuity of day-to-day operational leadership and decision-making, while contributing to workforce planning and process design initiatives as the bank's operations grow and mature.
Qualifications and Competencies Required Required Experience: - Minimum seven (7) years of progressive experience in lending operations, loan servicing, or consumer/commercial auto finance operations, including experience with indirect auto lending and/or retail banking products.
- Demonstrated experience managing or directly overseeing a call center, customer service, or complaint-resolution function within a regulated financial services environment.
- Working knowledge of consumer protection and lending compliance regulations and concepts relevant to servicing and call center operations (e.g., fair lending, complaint handling, BSA/AML awareness) sufficient to identify and escalate risk to Compliance as required.
- Experience managing relationships with core banking/servicing platform providers, outsourced service providers, or partner support teams.
- Demonstrated ability to operate with a high degree of autonomy and sound judgment in a fast-paced, evolving operating environment.
- Strong organizational, analytical, and process-documentation skills, with experience building procedures and controls.
- Excellent written and verbal communication skills, including the ability to represent the bank professionally to customers, vendors, and partners
Education: - Bachelor's degree in finance, accounting, business administration, or a related field. Overtime required • N/A Travel 0-10% - as required on an as needed basis.
Must have reliable transportation and live within a commutable distance to one of the following cities: Salt Lake City, UT.
Qualifications Preferred: - Master's degree in a related field, or professional certifications are preferred.
Physical Demands Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Work Schedule - This position requires the ability to work various times to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.
