Position SummaryLeads high-impact, cross-functional initiatives that improve how the Bank onboards and serves its clients, from initial relationship discussions through account opening, activation, digital and treasury adoption, and ongoing servicing. This position redesigns processes and supporting technology to reduce client and employee friction, improve consistency and data quality, and allow the Bank to scale. This is a strategic leadership role focused on solving root causes and driving initiatives to completion rather than performing routine day-to-day operational work.
Primary Duties and Responsibilities - Owns the end-to-end client onboarding process, including account opening, required documentation, deposit setup and transition to active account usage, and sets Bank-wide standards for a simple, responsive and consistent client journey.
- Leads a prioritized portfolio of strategic initiatives, translating leadership direction into clear objectives, owners, milestones and measurable outcomes, and presenting tradeoffs on where the Bank should invest time, resources and technology.
- Redesigns cross-functional processes to eliminate friction, duplicate information requests, unnecessary handoffs, manual work and unclear ownership.
- Leads business requirements, future-state design, vendor evaluation, testing and implementation readiness for account opening, digital banking, workflow and other client-facing technology.
- Establishes governance, roles, handoffs, service expectations and escalation paths for client-facing processes and holds business owners accountable for commitments.
- Partners with business owners on the communications, training, procedures and readiness plans required for successful adoption.
- Defines and monitors performance measures such as cycle time, time to active usage, data quality, exceptions, rework and adoption, and leads corrective action when results fall short.
- Converts feedback from clients, bankers, managers and frontline employees, along with evolving industry and technology practices, into improvement plans that support growth without added complexity.
- Prepares concise, executive-level updates and recommendations that connect initiative progress to client, operational and financial impact.
- Engages in urgent or complex matters requiring leadership or cross-functional coordination, while routine processing, coverage and departmental escalations remain with the appropriate business owner.
- Understands and agrees to abide by the policies and procedures established by Susser Bank.
- Performs duties in compliance with applicable laws and regulations.
- Maintains the security and confidentiality of pertinent information and records.
- Maintains current and up-to-date knowledge and continues professional development through training as applicable.
- Demonstrates a courteous, pleasant, self-motivated and dependable behavior. Maintaining a professional environment in both appearance and conduct.
- Performs additional duties as assigned or directed.
Education and Experience Required- Bachelor's degree or equivalent experience required.
- Seven years of banking, financial services or operations experience, including leading cross-functional initiatives from problem definition through implementation and adoption.
- Working knowledge of account opening, deposit, treasury and digital banking processes, including related risk and regulatory requirements.
Skills and Abilities Required- Job Knowledge/Technical Knowledge: Microsoft Office, Jack Henry, Q2, Salesforce, workflow and reporting platforms; general office equipment.
- Strategic thinking, analytical and problem-solving skills, with sound judgment and the ability to make informed decisions and pivot quickly as priorities change.
- Self-starter who takes initiative, creates structure and moves work forward with limited oversight, while remaining responsive to direction and feedback.
- Strong executive-level written and verbal communication, facilitation and presentation skills.
- Ability to influence without direct authority and build credibility with frontline employees, managers, senior leaders and vendors.
- Accuracy, attention to detail, organization, time management and teamwork.
