SVP, Banking Operations

Responsibilities

• Operational Leadership
• Own and oversee end-to-end service delivery across all managed services operational domains, including contact center, digital banking support, fraud operations, onboarding, and lending support
• Hold SLA accountability; ensure client commitments are met consistently and predictably across the book of business
• Lead and develop two established operational leaders and their teams; set performance expectations and optimize the layer of management beneath them
• Serve as the senior escalation point for operational client issues requiring executive-level engagement
• AI-First Operating Model Design
• Lead the redesign of the Banking Operations model with agentic AI, automation, and scalability as first principles, not as additions to existing workflows
• Partner with product, engineering, and the Applied AI Practice to identify, prioritize, and implement automation opportunities across the service delivery stack
• Measure and report on efficiency gains, capacity freed, and quality improvements resulting from AI adoption
• Build and maintain a clear view of where human judgment is required and where it is not; design accordingly
• Revenue and Client Partnership
• Build and maintain executive-level relationships with key managed services clients, operating as a trusted advisor in a regulated industry context
• Partner with sales, partnerships, and client success to support upsells, contract renewals, and new client introductions
• Identify and develop new managed services revenue opportunities, including pricing optimization, service packaging, and capability expansion
• Represent operations in external client conversations about service evolution, roadmap, and AI-enabled capability development
• Ensure clients experience the tangible, visible impact of operational and AI investment in their outcomes
• Organizational and Talent Development
• Hire, develop, and retain operational leaders who can execute in a transformation environment while keeping current service commitments intact
• Build a team culture of accountability, curiosity, and continuous improvement
• Create the internal capability to run today's model while designing and migrating to tomorrow's simultaneously

Requirements

• We are not looking for a great operations manager in the traditional sense. We are looking for a builder who happens to be an excellent operator. The right person for this role sees AI not as a tool on top of operations but as the operating model itself.
• AI-First Mindset
• Regulated Industry Experience
• Understands the constraints of operating in a regulated environment: compliance requirements

Additional Information

About Nymbus Nymbus is a cloud-native core banking platform and managed services provider serving community banks and credit unions. We deliver the technology infrastructure, operational services, and digital experience capabilities our clients need to compete and grow. Our managed services model means we are not just a software vendor; we are embedded in the day-to-day operations of our clients' institutions, accountable for outcomes, not just uptime. Role Purpose The SVP of Banking Operations leads the full managed services delivery function at Nymbus, spanning contact center operations, digital banking support, fraud operations, onboarding, and lending support. This leader is accountable for current-state operational excellence that keeps clients and SLAs intact while simultaneously redesigning the operating model from the ground up using AI-first principles, agentic automation, and scalable architecture. This is a rare role. It sits at the intersection of enterprise-grade operational accountability and a genuine mandate to build something new. The right candidate will not optimize the current model. They will hold it loosely, keep it running, and replace it with something better. Why This Role, Why Now Nymbus is in active transformation. We are rebuilding how managed services delivers client outcomes with agentic automation and scalable process architecture as the baseline, not as an enhancement layer. The SVP of Banking Operations inherits strong day-to-day leaders and a capable team. The job is to set the strategic direction, remove the ceiling on what that team can accomplish, and build the model that serves our next 100 clients as efficiently as our first. Banking Operations is also a revenue-generating function. This leader will work alongside sales, partnerships, and product to identify expansion opportunities within the managed services book, support client retention and upsell conversations, and build the commercial case for new service capabilities as the operating model matures.

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