VP Operations (Hybrid)

***This position is available as a hybrid position in our Wilmington DE office.***

The Vice President Operations serves as a senior operational leader responsible for ensuring disciplined execution strong governance and consistent performance across the Retail Operations function. This role partners closely with the Director of Retail Operations to oversee day-to-day operating effectiveness performance management regulatory alignment and cross-functional coordination. Operating at both strategic and tactical levels the VP Operations enforces execution discipline strengthens governance accelerates digital initiatives and enhances cross-functional alignment in a regulated banking environment. This role has enterprise-wide visibility across Retail Operations and is accountable for execution governance performance transparency and transformation delivery across the function.

1. Serves as a senior operational partner to the Director of Retail Operations ensuring disciplined execution of strategic and operational priorities.
2. Establishes and maintains performance management frameworks including KPIs service levels productivity metrics quality standards cost management and fraud trend monitoring.
3. Provides accurate complete and transparent reporting to executive leadership and Board committees to support governance and performance oversight.
4. Develops and oversees annual quarterly and monthly operating plans including performance targets workforce planning capacity modeling and budget alignment in partnership with Finance.
5. Monitors operational results and implements corrective actions to address performance gaps and ensure consistent service delivery.
6. Identifies and implements operational efficiency improvements process enhancements and system changes in coordination with Technology and enterprise partners.
7. Ensures regulatory readiness audit preparedness and effective first-line-of-defense execution including coordination of examinations and timely remediation of findings.
8. Maintains strong internal control processes aligned with applicable banking regulations (including Reg E Reg Z UDAAP BSA/AML and related consumer compliance requirements).
9. Promotes operational consistency policy adherence procedural integrity and standardized documentation across Retail Operations.
10. Ensures operational readiness and impact assessment for new products system implementations vendor transitions and enterprise initiatives.
11. Serves as liaison between Retail Operations and cross-functional stakeholders to ensure alignment issue resolution and effective change management.
12. Fosters a culture of accountability compliance continuous improvement and service excellence across the Retail Operations organization.
13. Performs other duties as assigned.
14. No travel required.

• Undergraduate degree in business or finance or an equivalent combination of training and experience.
• 8 years of banking operations field experience.

• Background in process improvement operational reporting and metric development.
• PMP (Project Management Professional) or other project management certification a plus.
• Strong working knowledge of accounting and reconcilement.
• Strong working knowledge of NACHA (National Automated Clearinghouse Association) Wires Real Time Payments (RTP) and FedNow Rules and Regulations preferred.
• A self-starter and strategic thinker who exhibits flexibility and willingness to take on new responsibilities and assignments.
• Strong analytical written/verbal communication interpersonal research and problem-solving skills with attention to detail.
• Excellent presentation skills and customer service skills with a high level of customer focus and motivation.
• A team player able to work effectively in a team fostered multi-tasking environment.
• Ability to work independently in a team environment.
• Proficient in Microsoft Office suite e.g. Excel PowerPoint Word Outlook.
• Above average knowledge of RPA (Robotic Process Automation) methodologies and software.
• Reporting software experience such as Business Object Tableau Power BI.

This job will be open and accepting applications for a minimum of five days from the date it was posted.

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