Director of Operations

Position is located in Auburn Hills, Michigan and selected candidate must be able to work on-site at the Auburn Hills location 5 days a week. No relocation or remote work offered.

Job Summary
This position requires a leader who can manage multiple departments and providing guidance and direction of key elements of bank operations to ensure the bank is meeting all regulatory, legal and compliance requirements and that the bank is focused on its vision, mission and core values. Lead the management team of the Bank’s principal operations support groups and ITMs.
Primary Responsibilities
• Responsible for developing leadership, coaching, and succession planning to sustain customer-first mindset at all levels in Operations.
• Accountable to direct and manage the accuracy and productivity of the bank’s operational activities.
• Accountable to develop and maintain a comprehensive set of controls designed to mitigate risk and enhance the accuracy of the bank’s day-to- day operations; recommend improvements when appropriate.
• Accountable to provide knowledge and on-going training to operations personnel on core and ancillary banking systems as well as bank procedures and regulatory requirements.
• Accountable to identify and implement solutions that will enhance the accuracy and efficiency of banking operations.
• Accountable to recommend policies and procedures for assigned systems to automate.
• Accountable to oversee location balancing and operation of ITMs.
o Assist in resolving errors and suspected problems.
o Ensure files are maintained accurately and policies are followed for maintaining logs and updating records.
o Develop recommendations for improvements in the ITM systems and procedures.
o Ensure that the system is operating effectively with minimal down time.
• Accountable to manage the Treasury Management (TM) Operations team and provide support in connection with TM products, services and systems including but not limited to: Account Reconciliation Service, Remote Deposit Capture Service and Business Deposit Products.
• Accountable to the accuracy and effectiveness in the Treasury Management Operations department.
• Accountable to manage the Loan Operations team and provide support in connection with loan products, services, and systems including but not limited to: closing and servicing of loans and compliance with service level agreements.
• Accountable to the accuracy and effectiveness in the Loan Operations department.
• Accountable to manage the Oxford Commercial Finance (OCF) Operations team and provide support in connection with OCF products, services, and systems including but not limited to: factoring software and portfolio management.
• Accountable to the accuracy and effectiveness in the Oxford Commercial Finance Operations department.
• Responsible to own and drive the end-to-end customer experience across all operational departments, ensuring accuracy, speed, and courtesy in every interaction.
• Responsible to lead cross-functional efforts to resolve issues quickly, communicates transparently with customers, and close the loop on remediation actions.
• Actively listen to internal partners to understand pain points and deliver streamlined, end-to-end processes that enable frontline teams to serve customers more efficiently.
• Promote transparency, accountability, and shared commitment to service excellence across departments.

Strategic Operations Leadership
• Develop and execute a comprehensive operations strategy that supports The Bank’s goals, regulatory requirements, and customer experience targets.
• Translate business strategies into actionable plans for multiple operational departments (listed above).
• Establish and monitor KPIs (or HAGs) and performance metrics to drive accountability and continuous improvement.

Qualifications and Skills
• Strong analytical, technical and facilitation skills.
• Proven problem-solving skills.
• Must be detail-oriented, investigative, and independent working ability.
• Ability to multi-task in a fast-changing environment.
• Commitment to diversity in workplace and external relationships.

Education and Experience
• 10+ years of operations leadership experience within banking or financial services. Including demonstrated success in managing multiple operational departments and large-scale process improvement initiatives. Proven track record of designing and implementing successful engagement and operational strategies.
• Exceptional leadership, communication, and change management skills.
• Extensive knowledge of process and process improvement with demonstrated success.
• Experience with implementing automation solutions with demonstrated success.

*This position will comply with all BSA compliance laws and regulations including the Bank's BSA policy and procedure

Additional Information
Department: Deposit Operations • Reports to: Chief Operations Officer • Travel: Possible
Classification: Exempt • Employment Type: Full-Time • Supervises: TM Operations, ITM, Deposit Operations, Loan Operations, and Oxford Commercial Finance Operations Team Members

“Oxford Bank is an equal opportunity employer and is committed to providing equal employment opportunities and an environment free of discrimination and harassment. All employment decisions at Oxford Bank are made without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status.”