Client Delivery Leader

POSITION SUMMARY: This role is responsible for providing day-to-day oversight and direction for the Bank’s back-office deposit and payments operations team. The Client Deliver Leader manages a team of direct reports while also contributing directly to daily processing, ensuring consistent workflow, accurate execution, and strong service levels. The position partners closely with other departments to support new products, system enhancements, and cross-functional initiatives while ensuring operations remain compliant with applicable laws, regulations, and Bank policies.

THIS ROLE IS ACCOUNTABLE FOR:

• Efficient and effective operations
• Driving operational excellence and continuous improvement culture
• Operational risk mitigation and controls and adherence to standards
• Leadership

Accountability/Responsibilities

Efficient and effective operations - 50%

• Oversee and participate in daily operations of deposit operations team, business services, and mortgage warehouse operations function.
• Support and engage employees to address problems and remove roadblocks that impact client experience and productivity.
• Ensure positive customer experience.

Driving operational excellence and continuous improvement culture - 30%

• Understand each product and processes and seek process changes/improvements to support efficient processing.
• Review work processes and guide the team to identify changes that can leverage technology for improved efficiency and effectiveness.
• Ensure process and procedure manuals are maintained and updated.
• Lead continuous improvement culture and serve as a role model

Operational risk mitigation and controls and adherence to standards - 20%

• Ensure all client interactions and transactions comply with relevant laws, regulations, and company policies.
• Conduct regular quality checks to identify and mitigate risks.
• Establish processes and procedures to effectively manage and track quality control, reduce exceptions, and ensure proper compliance with laws, regulation, and Bank policy.
• Provide training and resources to the team to ensure procedures adhere to policy; work is consistent with guidelines; and collaborate with other departments to mitigate risk.

Leadership

• Directly supervise approximately 7 exempt/non-exempt employees
• Set expectations and deliver results for area of responsibility, foster the bank’s culture, and create a great place to work.
• Promote a culture of high performance and continuous improvement
• Monitor staff performance, conduct annual reviews, develop goals for individuals, assign accountabilities, set objectives.

Team Accountabilities:

• Delighting my customers
• Giving my all
• Creating a great place to work
• Making improvements
• Keeping us compliant

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EDUCATION, EXPERIENCE AND SKILLS

• College degree or equivalent experience
• 5+ years related experience and/or training
• Strong knowledge of banking products and regulations: check/UCC, ACH/NACHA, Fedwire, positive payment, remote deposit
• Continuous Improvement – process orientation and ability to identify waste and opportunities for improvement
• Creativity – ability to conceive different possibilities and outcomes and find ways to achieve shared goals
• Project management – ability to break work down into deliverables and tasks, develop plans and manage resources to achieve desired outcomes on time and within budget
• Teamwork – fosters a shared sense of purpose, collaboration, and accountability for results
• Problem solving – identifies the underlying causes of problems and develop a variety of approaches to either address or workaround the identified root causes