Position Title
Director - Operations Business Management

Location
New York, NY 10018

Job Summary
The Senior Manager of Operations Business Management serves as an operational leader who runs the "playbook" of the department-enabling the Head of Operations to focus on strategy, transformation, and enterprise priorities. This role owns the day-to-day operating machinery of a large, complex Operations organization: business-as-usual (BAU) routines, financial and resource management, workforce and vendor spend, benefits realization, governance, data and reporting infrastructure, and coordination of risk and control oversight.

This position carries significantly greater breadth and complexity. It is accountable not only for running existing routines but for establishing the routines, governance frameworks, metrics, and reporting that do not yet exist, including data clean-up and ongoing data governance, KPI/metrics build-out, board decks, and monthly and quarterly business reviews. Working closely with and on behalf of the Head of Operations, the Director represents the office in forums, drives decisions and follow-through, and holds a broad, matrixed stakeholder base accountable-while maintaining the independence, objectivity, and agency of the Operations function. Success requires an exceptionally organized operator with strong business and financial acumen, comfort with ambiguity and rapid change, and the ability to build trusted relationships enterprise-wide while preserving the integrity of the function.

Job Responsibilities:

Business Operating Rhythm, Strategic Planning & Executive Leverage
Designs, stands up, and manages the operating rhythm of Enterprise Operations, including leadership team meetings, monthly and quarterly business reviews, strategic off-sites, board/executive updates, and annual planning. Establishes cadences, agendas, decision logs, and follow-up tracking where none currently exist. Owns the department's strategic-planning process-cascading objectives/OKRs and integrating them into the operating rhythm. Translates the Head of Operations' priorities into executable plans and drives them to closure. Creates leverage by representing the Head of Operations in select meetings and forums and, when needed, using independent judgment and discretion to act on their behalf.

Financial, Workforce & Resource Management
Owns the department's financial management routines-budget planning, forecasting, variance analysis (with root-cause understanding), and decision-ready reporting. Manages staffing and vendor/third-party spend and establishes and tracks benefits realization to ensure committed outcomes are measured and delivered. Partners with HR and Finance to maximize workforce efficiency, including monitoring open headcount and contingent labor. Leads organizational design and annual workforce planning-span-of-control analysis, org-structure optimization, and location strategy-beyond simply tracking spend.

Remediation, Metrics, Data Governance & Executive Reporting
Leads the department's remediation agenda and high-impact programs from inception to closure, including data clean-up, KPI/metrics build-out, and dashboard/reporting development. Develops and reports on KPIs and other metrics for internal use and for senior and executive leadership, analyzing results to help managers lead their functions. Once established and in BAU, owns ongoing data governance to ensure data integrity, quality, and a single source of truth. Develops high-quality MBR materials, briefings, and communications that translate complex information into clear, actionable insights.

Governance, Risk, Control, Audit & Regulatory Coordination
Develops and implements governance frameworks for operational processes and procedures, ensuring adherence with regulations and internal policies, standards, and guidelines. Coordinates and oversees the department's risk and control posture in partnership with Risk, Compliance, and Audit-ensuring issues, actions, and remediation are tracked, escalated, and closed on time. Serves as the operational point of contact for regulatory exams and audit responses. (This role coordinates and drives accountability for risk oversight but is not the accountable first- or second-line risk owner.) Maintains compliance with applicable federal, state, and local laws and regulations.

Process Improvement, Change Management & Special Initiatives
Identifies and implements opportunities to improve workflows, reduce friction, and enhance efficiency across Operations. Owns process change management and implementation coordination-ensuring awareness, operational readiness, and adoption for impactful changes. Manages the department's communications strategy across established forums and channels (e.g., town halls, leadership meetings). Leads emerging or one-time initiatives in areas lacking defined ownership, applying independent judgment and discretion, and captures post-initiative learnings.

Stakeholder Engagement, Talent & People Operations
Serves as a key operational liaison to Finance, HR, Technology, Risk, and other business lines on behalf of Operations, building trusted relationships across a highly matrixed environment. Supports talent-related functions including onboarding, staff development/training, performance evaluations, succession planning, and culture initiatives as the role's team grows. Fosters a positive, collaborative work culture and productive environment. Coordinates workspace/facilities and business continuity planning as needed.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable federal, state and local laws and regulations.
• Uses independent judgment and discretion to make decisions when needed; analyzes and resolves complex problems.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• Minimum experience required: 12+ Years in business/operations management, strategic operations, or program leadership roles within banking or financial services.
• 10+ years of project or program management, including leading initiatives with multiple stakeholder groups under executive oversight.
• 8+ years in previous management oversight
• 7+ years creating and executing strategic plans, including defining and measuring success criteria. As well as developing and tracking Key Performance Metrics to drive decision-making.
• 6+ years managing process and/or process-improvement efforts.
• 6+ years reviewing and managing financials/operations budgets, including forecasting and variance-to-actuals with root-cause analysis as well as developing executive-level presentations and materials.
• Proven track record establishing new routines, governance, metrics, and reporting where none previously existed.
• Experience leading remediation, data-quality, or transformation programs in a regulated environment.

Preferred Qualifications:

• Education level preferred: Undergraduate Degree (4 years or equivalent) in Finance, Business, or related field preferred.
• Prior senior business-management experience supporting an executive/business-line leader.
• Experience with benefits realization, investment governance, and workforce/organizational planning.
• Familiarity with operational risk and control frameworks and the US regulatory environment (as a coordinator/partner, not owner).
• Proficiency with Microsoft applications, with emphasis on PowerPoint, Excel, and SharePoint, and project-management tools.

Job Competencies:

• Executive Presence & Sound Judgment - Communicates with credibility; trusted to represent the office and act on its behalf when needed.
• Business Partnering & Influencing - Drives decisions in a highly matrixed organization; leads through influence, not just authority; builds trusted relationships and provides clear direction.
• Ownership & Drive for Results - Evokes ownership and accountability; streamlines processes and structure; reallocates resources quickly and flexibly across many concurrent priorities.
• Financial & Analytical Acumen - Manages budgets, spend, and benefits realization; a conceptual thinker with a strong quantitative orientation.
• Dealing with Ambiguity & Composure - Comfortable with the pace of change; acts despite uncertainty; remains calm while helping others develop solutions.
• Program, Remediation & Change Leadership - Structures and delivers complex, cross-functional programs and stands up capabilities from scratch.
• Collaboration & Influence with Agency - Builds trusted relationships broadly while preserving the independence and objectivity of the Operations office.
• Organizational Awareness - Understands how decisions impact different parts of the business and navigates organizational complexity with discretion.
• Confidentiality, Integrity & Attention to Detail - Maintains strict confidentiality; produces high-quality, board-ready deliverables.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders
• Travel occasional / less than 10%
• Physical demands (ADA): No unusual physical exertion (ADA).

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range
$134,153.25 - $225,331.00