Build and mentor a strong bench of leadership and people managers; drive a culture of accountability, coaching, and career paths that scale with business growth.
Serve as the senior liaison to Sales, Product/TM, Compliance, Risk, Finance, and Technology to align capacity plans, product changes, and operational readiness for launches and delivery of exceptional client support.
Own service delivery outcomes (SLAs, response & resolution times, first contact resolution, NPS/CSAT - Net Promoter Score/Customer Satisfaction Score) across relationship banking support, onboarding/boarding, and contact center.
Partner with Sales leaders to create a cohesive service model that deepens relationships with all clients (small to large); implement processes that reduce avoidable churn and expand product penetration (TM services, digital channels, client software integration, etc.).
Establish standard work, KPIs, and visual management across teams; deploy Lean/continuous improvement to remove waste and rework; codify best practices and SOPs (standard operating procedures).
Implement capacity models and workforce management to forecast volume, plan staffing, and optimize schedules across time zones and channels.
Actively support and lead cross functional projects focused on the automation of onboarding and data integrations with common HOA/PM accounting systems; reduce manual touch points and error rates.
Ensure strong operational risk management across payments, KYC/AML, Reg E/CC, data privacy, DoRA, and model vendor controls; maintain clean audit/regulatory results.
Strengthen first line of defense controls (reconciliations, GL balancing, maker checker, exception handling); continuously improve loss prevention and incident response.
Oversees operational audits and remediation efforts to ensure successful completion and compliance with internal and regulatory standards.
Deliver productivity improvements and unit cost reductions while maintaining service targets.- Align KPIs to business outcomes.
Foster inclusion, engagement, and recognition; drive manager excellence through regular 1:1s, team health metrics, and succession planning.
Champion training and knowledge transfer programs so teams stay current on products, systems, and regulatory changes.
Lead and develop a team; responsible for hiring, coaching, performance management, training and development.
Requirements
15+ years of related experience in Branch Banking Operations, Treasury Management Service or similar field.
Bachelor's degree in related field required; Masters or MBA in related field preferred.
Previous leadership experience required.
Expert knowledge of general banking operations, including deposit operations, loan administration, treasury management and/or other commercial banking products and services.
Expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
Demonstrated success running multi-team operations (onboarding/boarding, contact center, treasury & payments, or equivalent) at scale.- Strong command of process improvement (Lean/Kaizen), KPI design, workforce planning, and cross functional program leadership.
Expert speaking and writing communication skills.
Occasional travel required.
Benefits you'll love:
We offer all the important things you'd
Benefits
Health insuranceVision insurance
Additional Information
Job Title:
Senior Director of Customer Experience and Operations - Association Banking
Location:
AZ - Chandler 3075
Westernalliancebank · Chandler, AZ