Director of Consumer Operations

ACCESSbank; Omaha (NE); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

ACCESSbank in Omaha seeks a Director of Consumer Operations to lead client experience across branches, digital channels, and centralized support. You will drive strategic improvements and scale service standards with a strong focus on omni-channel delivery.

The role requires 10+ years in banking and 5+ years in leadership, plus experience with digital banking, vendor management, and regulatory compliance. Join a trusted, community-focused bank committed to growth and exceptional service.

Qualifications

• Bachelor’s degree in business, finance, operations, technology, or related field preferred.
• Ten or more years of progressive experience in banking, financial services, digital banking, client service operations, contact-center operations, or a related environment preferred.
• Five or more years of leadership experience, including responsibility for employee development, performance management, resource planning, and organizational change.
• Demonstrated experience leading digital service, client support, operational, or contact-center functions.
• Strong understanding of retail banking, deposit products, digital banking, client service, fraud prevention, disputes, operational risk, and regulatory expectations.

Responsabilités

• Develop and execute strategies that enhance the client experience across service and delivery channels.
• Champion service strategies and delivery models that elevate the client experience across branches, remote channels, and emerging service platforms.
• Provide direct leadership and oversight of the Digital Branch, ITM operations, and Client Contact Center, ensuring consistent service delivery and alignment with standards.
• Evaluate the end-to-end client journey and partner across departments to remove friction, improve coordination, and enhance service quality.
• Promote adherence to established service standards, escalation protocols, and quality expectations across all client-facing and support functions.
• Lead department-level project management and implementation for digital banking initiatives and other operational programs, including prioritization, testing, training, and stabilization.
• Monitor trends involving client complaints, service disruptions, fraud activity, disputes, operational losses, and control exceptions; identify root causes and drive resolution.

Connaissances

Leadership

Client service

Digital banking

Operations management

Project management

Vendor management

Formation

Bachelor's degree in business/finance/operations/technology

Description du poste

ACCESSbank is a locally owned community bank based in Omaha, built on strong relationships, high-touch service, and a deep commitment to the communities we serve. Since opening in 2007, we’ve grown into a top 10 bank in our market while remaining intentionally local and people-first.We’re proud to be recognized as a Best Bank to Work For by American Banker, Best Bank by B2B Magazine, and a Forbes Best-in-State Bank. Most importantly, we’re proud of the trust our clients place in us and the role our employees play in helping relationships and communities thrive.You’ll collaborate across departments, improve processes, and take ownership of work that directly impacts client experience and responsible growth. If you value accuracy, accountability, and being relied upon, this role offers real purpose.Ready to jump into a new opportunity? ACCESSbank is hiring for a Director of Consumer Operations.The Director of Consumer Operations provides strategic leadership for the systems, processes, and support functions that shape the client experience in the branches of ACCESSbank. This role is responsible for identifying opportunities, developing solutions, and implementing improvements that enhance client satisfaction and operational effectiveness.The Director provides direct leadership and oversight of the Digital Branch and centralized client support teams while serving as a strategic partner across Personal Banking, Deposit Operations, Information Technology, Compliance, and other business lines to improve operational effectiveness, identify and implement technology solutions, and support organizational growth. This position combines client experience insights, process improvement, technology enablement, risk awareness, and operational expertise to ensure the bank delivers consistent, scalable, and high-quality service while supporting strategic initiatives and long-term growth.Responsibilities:Develop and execute strategies that enhance the client experience across service and delivery channels.Champion service strategies and delivery models that elevate the client experience across branches, remote channels, and emerging service platforms.Provide direct leadership and oversight of the Digital Branch, Interactive Teller Machine (ITM) operations, and Client Contact Center, ensuring consistent service delivery, operational effectiveness, workforce readiness, and alignment with the bank's client experience standards.Evaluate the end-to-end client journey and partner across departments to remove friction, improve coordination, and enhance service quality.Promote adherence to established service standards, escalation protocols, and quality expectations, ensuring consistent delivery of the ACCESSway across all client-facing and support functions.Serve as a key business owner and stakeholder for client-facing systems, service technologies, and operational solutions.Partner with Information Technology, Deposit Operations, Compliance, Risk, and other business units to improve processes, resolve issues, and implement enhancements.Develop and propose forward-looking business strategies that support operational scalability, digital transformation, and excellent omni channel customer experience.Evaluate opportunities to improve workflows, service delivery, reporting, automation, technology utilization, and operational efficiency.Lead department-level project management and implementation efforts for new or enhanced, digital banking initiatives, payment platforms, customer contact systems, core processor enhancements, and other bank-wide operational programs, including prioritization, testing coordination, communication, training, and post-implementation stabilization.Support implementation, testing, rollout, and optimization of new products, services, systems, and operational capabilities.Monitor trends involving client complaints, service disruptions, fraud activity, disputes, operational losses, and control exceptions; identify root causes, process gaps, and improvement opportunities, and partner with appropriate business areas to drive resolution and continuous improvement.Establish escalation and response procedures for significant client service, fraud, operational, and systems-related issues.Support business continuity planning and operational readiness within assigned functions.Ensure appropriate training, controls, and oversight exist to support regulatory compliance and risk management objectives.Utilize performance metrics, reporting, and client feedback to identify opportunities and guide decision-making.Provide recommendations and insights to executive leadership regarding service performance, client experience trends, operational improvements, and strategic opportunities.Bachelor’s degree in business, finance, operations, technology, or related field preferred. Equivalent relevant experience may be considered.Ten or more years of progressive experience in banking, financial services, digital banking, client service operations, contact-center operations, deposit servicing, or a related environment preferred.Five or more years of leadership experience, including responsibility for employee development, performance management, resource planning, and organizational change.Demonstrated experience leading digital service, client support, operational, or contact-center functions.Strong understanding of retail banking, deposit products, digital banking, client service, fraud prevention, disputes, operational risk, and regulatory expectations.Experience participating in or leading system implementations, platform migrations, workflow redesign, or other significant operational initiatives.Demonstrated ability to use data, reporting, and performance measures to improve service, quality, capacity, and operating results.Experience managing vendors, service providers, contracts, performance expectations, and escalations.Strong strategic thinking, analytical, problem-solving, and decision-making skills.Ability to lead through change and operate effectively when processes, technologies, and organizational needs are evolving.Excellent written, verbal, facilitation, and interpersonal communication skills.Proven ability to collaborate across business lines and balance client experience, operational efficiency, regulatory compliance, and risk management.Strong technical aptitude and the ability to understand and support multiple systems, digital platforms, and operational workflows.Why Join ACCESSbankGrowth & DevelopmentCompetitive compensation, strong benefits, and real opportunities to grow your career through learning, collaboration, and leadership support.Community CommitmentPaid volunteer hours, employee-led service initiatives, and meaningful investment in the communities we serve.Local Decision-MakingNo distant headquarters and no majority owner. Decisions are made locally by people who know the market and care deeply about our clients and team.The ACCESSwayA shared commitment to integrity, teamwork, and delivering exceptional experiences for both clients and colleagues.If you’re looking for a workplace where relationships matter, your contributions are valued, and your work makes a difference, we invite you to explore a career with ACCESSbank.This position is available at our Midtown location. If you are interested in this opportunity, follow this link:https://www.paycomonline.net/v4/ats/web.php/portal/75D8B003B63F747E503B11AA805BB99A/jobs/403034ACCESSbank is an EEO Employer/Vet/Disabled