Director, Bank Operations Delivery & Strategy

Reading Co-Operative; Reading (MA); On-site; USD 145,000 - 165,000; Full time

Benefits offered by this job

Medical plans

Dental and vision coverage

Flexible spending accounts

Disability insurance

Employee Assistance Program

Generous paid time off

Interest-free emergency loan program

Tuition assistance

Job summary

Reading Cooperative Bank in Reading, MA, seeks a Director of Bank Operations Delivery & Strategy to lead Deposit/Loan Operations, back-office processing, and the contact center. This exempt, full-time role focuses on operational excellence, automation, and exceptional customer experiences while scaling a growing community bank.

The ideal candidate has 15+ years in banking operations with 7+ years in management, plus deep knowledge of regulations and risk.

Qualifications

• Bachelor's degree in Business, Finance, or related field.
• 15+ years of banking operations experience.
• 7+ years of management experience within financial services.
• Proven success leading operational transformation, process redesign, automation, and complex projects.
• Strong knowledge of banking regulations, risk management, and compliance.
• Exceptional leadership, communication, and strategic thinking skills.

Responsibilities

• Develop and execute the strategic vision for bank operations and contact center services.
• Lead process improvement, automation, and digital transformation initiatives.
• Establish and monitor KPIs that drive efficiency, quality, customer satisfaction, and employee engagement.
• Ensure operational processes support growth while maintaining strong controls and compliance.
• Collaborate with technology and digital teams to implement automation and omnichannel solutions that enhance customer experience and operational efficiency.
• Build, coach, and develop high-performing teams and future leaders.
• Manage vendor relationships and evaluate outsourcing opportunities.
• Collaborate with executive leadership on strategic planning and budgeting.

Skills

Leadership

Process improvement

Strategic thinking

Communication

Regulatory knowledge

Education

Bachelor's degree in Business, Finance, or related field

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Director, Bank Operations Delivery & Strategy

Exempt - Salaried Employee Full Time 37.5 Hrs Reading, MA, US

7 days ago Requisition ID: 1289

Salary Range: $145,000.00 To $165,000.00 Annually

At Reading Cooperative Bank, we are more than a financial institution—we are a mutual cooperative bank dedicated to strengthening Main Street and supporting the communities we proudly serve. Rooted in a tradition of trust, collaboration, and local impact, we work every day to empower individuals, families, and small businesses to thrive. If you are passionate about making a meaningful difference and building relationships that matter, we invite you to explore a career with us.

Reporting directly to the Chief Operating Officer, the Director, Bank Operations Delivery & Strategy is a newly created position and a key leadership role responsible for overseeing Deposit Operations, Loan Operations, Back-Office Processing, and the Contact Center. This strategic leader will drive operational excellence, process improvement, automation, and exceptional customer experiences while helping scale a growing community bank.

What You'll Do

• Develop and execute the strategic vision for bank operations and contact center services.
• Lead process improvement, automation, and digital transformation initiatives.
• Establish and monitor KPIs that drive efficiency, quality, customer satisfaction, and employee engagement.
• Ensure operational processes support growth while maintaining strong controls and compliance.
• Collaborate with technology and digital teams to implement automation and omnichannel solutions that enhance customer experience and operational efficiency.
• Build, coach, and develop high-performing teams and future leaders.
• Manage vendor relationships and evaluate outsourcing opportunities.
• Collaborate with executive leadership on strategic planning and budgeting.

What You'll Bring

• Bachelor's degree in Business, Finance, or related field.
• 15+ years of banking operations experience.
• 7+ years of management experience within financial services.
• Proven success leading operational transformation, process redesign, automation, and complex projects.
• Strong knowledge of banking regulations, risk management, and compliance.
• Exceptional leadership, communication, and strategic thinking skills.

Why Join Us?

This is a unique opportunity to help shape the future of a growing community bank. You'll have a seat at the leadership table, the ability to influence enterprise-wide strategy, and the chance to drive meaningful improvements for both customers and employees.

We offer a comprehensive and competitive benefits package designed to support the well-being of our employees, including:

• Choice of medical plans
• Dental and vision coverage
• Flexible spending accounts (FSA)
• Disability insurance

Additional benefits include:

• Employee Assistance Program (EAP)
• Generous paid time off
• Interest-free emergency loan program (up to $1,000, subject to program guidelines)
• Tuition assistance (available to full-time and part-time employees)

Reading Cooperative Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The pay range indicated is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future.