EVP, Chief Operating Officer, Retail Banking
The EVP Chief Operating Officer (COO), Retail Banking at TBK Bank, will play a pivotal role in driving operational excellence, strategic planning, and overall organizational effectiveness. Reporting directly to the President, the COO will be responsible for developing our Banking -as-a-Service (BaaS) platform, overseeing all aspects of day-to-day operations, improving efficiency, and supporting the delivery of exceptional customer experiences. The COO’s leadership, vision, and expertise will be crucial in achieving our purpose to Help People Triumph with the highest standards of banking services.
Essential Duties & Responsibilities:
Contribute to the development and execution of the Bank's strategic initiatives and long-term goals.
Collaborate with the President to facilitate expansion activities, acquisitions, and corporate alliances.
Assess market conditions, customer needs, industry trends, technological innovation and competition to identify opportunities for growth and differentiation.
Provide strategic direction and oversee the execution of all operational functions within the retail bank, including but not limited to retail banking, customer service, compliance, risk management, fraud mitigation, products and services, deposit operations, and project management.
Lead the development and management of BaaS platform, focusing on creating seamless and efficient banking and payment experiences.
Act as a change agent by identifying opportunities, translating vision into strategy, bring stakeholders along in the process, and turn strategies into specific action plans in order to create a culture that is open to change.
Lead efforts to design and implement a road map for operational success and ensure it is followed and updated consistently.
Streamline processes and procedures to enhance operational efficiency, minimize risks, and improve overall customer satisfaction.
Collaborate with department heads to develop and implement best practices, performance metrics, and goals for each functional area.
Regularly assess the effectiveness of operations and implement improvements to optimize performance.
Ensure operational processes are well articulated, fully documented, easily accessible and consistently implemented. Foster a culture where processes are consistently maintained, reviewed, revised and communicated to support operational effectiveness and scalability.
Ensure strict adherence to all applicable banking regulations, laws, and internal policies.
Implement robust risk management and fraud mitigation strategies to safeguard the bank's assets and protect against potential threats.
Foster a culture of compliance and risk awareness throughout the organization.
Work closely with the Finance team to establish budgetary guidelines and monitor the bank's financial performance.
Collaborate with technology service providers to leverage technology and digital solutions to enhance customer experiences, streamline processes, and improve operational efficiency.
Collaborate with the President and other senior executives to communicate operational updates, achievements, and challenges to the Executive Leadership Team and the Board of Directors and other stakeholders.
Provide mentorship and guidance to department heads and other employees, promoting a culture of continuous learning and development.
Foster a positive and inclusive work environment that promotes teamwork, collaboration, and professional growth.
Visit branches to obtain feedback from the field about retail team members, facilities, products and services, and the communities we serve.
Represent the bank and develop working relationships with industry professional organizations, government entities, and service providers.
Other duties are included, as assigned by the President of TBK Bank.
Education & Experience:
Bachelor's degree in Business Administration, Finance, or a related field. An advanced degree is a plus.
Proven experience (typically 10+ years) in progressively responsible leadership roles within the banking industry, with a strong focus on operations and administration.
Deep understanding of the technical and commercial aspects of BaaS and payments with proven track record of developing and executing successful product strategies in this area.
Demonstrated success in driving operational efficiency and process improvements.
Skills & Abilities Required:
Strong financial acumen and experience in budget management.
Excellent leadership and team-building skills, with the ability to inspire and motivate others.
Strategic thinking and problem-solving capabilities.
Outstanding communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
Some travel required.