Head of Consumer Operations & Digital Experience

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

Avantages offerts par ce poste

Competitive compensation

Strong benefits

Volunteer opportunities

Local decision-making

Résumé du poste

ACCESSbank in Omaha, NE is seeking a Director of Consumer Operations to provide strategic leadership for client experience across branches and digital channels. You will oversee the Digital Branch, ITM, and Client Contact Center, driving process improvements, technology enablement, and scalable service delivery to support growth.

The role requires a long track record in banking operations, strong leadership, and collaboration across departments to align with regulatory expectations and ACCESSway

Qualifications

• Bachelor’s degree required or equivalent experience.
• 10+ years in banking/financial services, digital banking, client service operations, or related.
• 5+ years of leadership experience, including managing people and change.
• Experience leading digital service, client support, or contact-center functions.
• Strong understanding of retail banking, deposits, digital banking, risk, and regulatory expectations.

Responsabilités

• Develop and execute strategies to enhance the client experience across service channels.
• Lead Digital Branch, ITM operations, and Client Contact Center for consistent service delivery.
• Oversee end-to-end client journey, collaborating across departments to reduce friction.
• Ensure adherence to service standards, escalation protocols, and quality expectations (ACCESSway).
• Partner with IT, Risk, Compliance, and Operations to improve processes and technology solutions.
• Provide insights to leadership on service performance and strategic opportunities.

Connaissances

Leadership experience

Strategic thinking

Analytical skills

Cross-functional collaboration

Communication skills

Formation

Bachelor’s degree in business, finance, operations, technology, or related field

Description du poste

ACCESSbank in Omaha, NE is seeking a Director of Consumer Operations to provide strategic leadership for client experience across branches and digital channels. You will oversee the Digital Branch, ITM, and Client Contact Center, driving process improvements, technology enablement, and scalable service delivery to support growth.

The role requires a long track record in banking operations, strong leadership, and collaboration across departments to align with regulatory expectations and ACCESSway