Senior Operations Officer

POSITION DESCRIPTION: The Senior Operations Officer (SOO) is a forward-thinking, highly organized, and strategically minded senior manager responsible for enterprise-wide leadership, governance, and performance of the Bank’s core operational and servicing functions. Reporting to Director of Operations and Innovation , this role ensures operational excellence, regulatory compliance, risk discipline, and scalability across deposit operations, payments, loan servicing, and supporting infrastructure. This role ensures that day-to-day execution is controlled, efficient, compliant and scalable, with a primary focus on sustaining a consistent control environment across front-to-back processes. The SOO ensures processes comply with the Bank’s operational risk framework, control standards, and policy requirements by setting clear expectations for control performance, monitoring execution through key risk indicators and operational metrics, and driving timely mitigation of emerging risks before they become control failures, while continuously improving and innovating how operations are designed, monitored and governed. GENERAL DESCRIPTION OF DUTIES: Operational Risk Control Environment (Primary Accountability) Own and maintain an effective, consistent operational control environment by ensuring day-to-day execution aligns with the Bank’s operational risk framework, policies, and procedures. Oversee the creation and maintenance of standard operation procedures (SOPs) and playbooks. Define and enforce control standards for critical operational processes (e.g., payments, deposit operations, servicing, reconciliations, adjustments, and vendor-supported activities), including control ownership, frequency, evidence, and escalation thresholds. Champion standardization and automation of key controls. Maintain and/ or develop RACIs for all substantial functions. Ensure RACI responsibilities are in job descriptions, periodically reviewed for accuracy and appropriateness, and ensure training is provided to carry out roles within each function. Ensure controls are embedded in workflows (preventive first, detective second) and that control performance is monitored continuously. Establish an exception management and escalation model with clear owners and deadlines to ensure issues are identified early, triaged appropriately, corrected rapidly, and prevented from recurring. Partner with Risk, Compliance, Audit, and Information Security to align control expectations with regulatory requirements and industry best practices; ensure operational teams execute controls consistently and produce reliable evidence. Oversee operational loss event tracking, root cause analysis, and corrective action plans; ensure sustainable remediation with clear owners and due dates. Data Fluency, Measurement & Insight (KRIs / KPIs / Trends) Demonstrate strong data fluency and the ability to translate operational data into actionable insights that strengthen controls, reduce risk, and improve service outcomes. Define and govern an operational measurement system, including key performance indicators (KPIs), key risk indicators (KRIs), error rates, exception volumes, timeliness metrics, loss events, and rework drivers. Ensure KPI and KRI are reported upon timely in dashboards, available to leadership Develop and review recurring management reporting using bank available tools that highlight trends, emerging risk signals, and control performance (including leading indicators), and recommend specific risk mitigation actions. Reporting will be presented and discussed with Executive Leadership and Risk areas. Reporting will be developed in collaboration with the bank’s Business Intelligence area. Proactively identify areas of increasing operational risk (e.g., rising exceptions, backlogs, repeat errors, vendor performance degradation) and implement controls or process changes to reduce exposure. Use metrics to prioritize automation, simplification, and modernization opportunities; validate changes improve control outcomes and do not introduce new risk. Enterprise Operations Leadership & Governance Set operational priorities and performance standards across Operations and Loan Servicing; ensure execution through senior operational leaders. Translate strategy into operational roadmaps with measurable outcomes; provide disciplined governance, status reporting, and risk/issue transparency. Serve as the executive escalation point for material operational issues, client-impacting events, and significant control breakdowns. Oversight of Banking Operations (via Operations Manager) Provide executive direction and oversight to the Operati