Banking operations director

Full job description

Job Title:

Preferred Banking Operations Director

Location:

CityScape

What you'll do:

The Preferred Banking Operations Director will lead high-level operational support to maximize and enhance the Preferred and Small Business Banking operating environment. This leader will be responsible for executing strategies that enable branch, small business, contact center, and digital experience teams to enhance the client experience, deepen relationships, and drive growth and retention for clients across the entire continuum. Responsible for leading operational support in a multitude of functional areas including; training, automation/digitization, quality assurance, reporting, escalations, incident management, systems health, procedure management, RCSAs, and audit requests from a variety of sources. The ideal candidate will work to lead, coach, and manage a team of successful financial leaders and professionals capable of identifying and enhancing the operating environment to improve efficiency and simplify complex tasks. Additional key priorities include ensuring teams are prepared for and able to consistently execute the service delivery model and ensuring a 5-star client experience throughout every client interaction, collaborating across business lines, building and fostering high-performing teams, and ensuring operations adhere to bank policies and regulations. The Preferred Banking Operations Director will apply their expertise in operating environments, client service, relationship management, and leading high-functioning teams to transform and enhance the Preferred and Small Business operating environment.

What we are looking for:

• Lead and manage complex operational tasks that enable teams to achieve success in enhancing the client experience, deepening relationships, and driving growth and retention for clients across the entire Preferred and Small Business Banking continuum.
• Enhance communication strategies to ensure consistent awareness and operational readiness with key objectives.
• Build, analyze, and track performance metrics for operational controls and processes to inform management and leadership of gaps in process adherence or risk across small business lending, banking, and treasury management activities along with service and operational control metrics.
• Manage and connect the Preferred and Small Business Banking RCSA process to ensure risks and controls are captured/documented across multiple teams, and work to drive the integration of multiple RCSAs into a single document covering the operating environment.
• Partner with business controls testing and other testing resources across the bank, to respond to audit and compliance review requests from a variety of sources within and outside the bank.
• Takes ownership of team preparedness for business controls testing activities by routinely visiting bank locations to review current state preparedness and partnering with divisional leadership to make recommendations and implement action plans to drive improvements in the operating environment.
• Owns and manages the Preferred and Small Business Banking procedure management processes and engages key stakeholders to develop new procedures when necessary, review existing procedures in accordance with a review schedule, or make ad-hoc changes to procedures as required to keep procedures up to date/consistent with the operating environment. Develop and retain effective members of a procedure review committee.
• Participate in the review of automation processes, and the digital sales and service platform, to ensure the presence and documentation of operational controls and processes are maintained.
• Participate in and at times manage the resolution and communication of companywide, or isolated system incidents that impact the client experience.
• Ensure customer-facing risk/control processes and procedures are in place to ensure both an optimal client experience as well as a well-controlled operating environment.
• Leads the strategic planning for and execution of the WAB Approvals high dollar transaction approval process
• Maintains knowledge of the bank’s contact center, core, and ancillary systems and serves as strategic adviser to the direction of the systems that impact Preferred and Small Business operations. Regularly assesses processes to identify feasible opportunities for improvement and efficiencies in the operational areas and offers solutions while also aiming to enhance the customer experience.
• Remain knowledgeable on market trends, competitive offerings, industry best practices, and regulatory changes impacting the operating environment of Preferred and Small Business Banking teams.
• Leverage background and experience to recommend technical innovation and create solutions to improve efficiency and/or enhance the client experience. Support and advise on recommended technical solutions deployments to maximize productivity.
• Drive cross-line-of-business partnerships to deliver the full value of the Western Alliance brand to clients through each of our distribution channels.
• Assist in mitigating risk, verifying audit compliance, and procedural quality control through operational review. Ensure compliance with established Bank policies, procedures, and state and federal regulations.

What you need to have:

• Twelve (12) or more years of senior or executive leadership experience leading large, geographically diverse teams in treasury, lending, and/or deposits sales and/or operations or a combination thereof.
• Bachelor’s Degree or equivalent combination of education and work experience required. A Master’s Degree in Business is a plus.
• Experience with large, enterprise core platforms and providers, mobile and digital platforms, and system integration technologies.
• Broad experience in, but not limited to, customer experience process improvement as well as data and analytics programs.
• Demonstrated ability to think strategically, deliver innovation, and drive improved client and employee experiences.
• Excellent analytical and business consulting skills with demonstrated experience in strategic planning, program execution, and development of strong risk management practices.
• Strong knowledge of general banking operations, including deposit operations, loan administration, treasury management, and/or other commercial banking products and services.
• Strong knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Strong project management and organizational skills; ability to create momentum, foster organizational change, and work with other members of senior management.
• Excellent verbal and written communication skills with the ability to communicate complex issues to a variety of audiences and various levels within and across the organization as well as to senior management.
• Excellent strategic thinking and project management skills.
• Proven ability to build strong, cohesive partnerships with compliance, audit, business controls testing, technology partners, and multiple business lines across the organization, and work effectively in a heavily matrixed organization.
• Demonstrated leadership; proven track record of leading complex, multidisciplinary talent teams in new endeavors and delivering solutions, productivity, and revenue enhancements to the organization.

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email or call . When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation