AVP, Operations Support

How will this role impact First Command?

The AVP, Operations Support leads the execution of key operational functions that power First Command’s banking services. Reporting to the VP, Bank Operations, this leader is responsible for overseeing Deposit Operations, Payments & Cards, Fraud Loss Operations, Field Support, and Small Business Banking Solutions & Readiness.

This role drives operational excellence through strong risk management, process improvement, and service delivery in a highly regulated environment. The AVP serves as a strategic partner, scaling options to support growth, resolving complex issues, and enhancing both the client and advisor experience.

What will the employee do in this role?

·        Lead and develop a high-performing team through recruitment, training, coaching, and performance management.

·        Foster a culture focused on accuracy, quality, efficiency, and continuous improvement.

·        Champion change management and drive operational readiness across the team.

·        Ensure compliance with all applicable  policies, procedures, and regulatory requirements.

·        Monitor performance metrics and reporting to support data-driven decisions and accountability.

·        Serve as the escalation point for complex operational issues and cross-functional problem-solving.

·        Oversee critical banking transaction approvals, reconciliations, dispute management, and audits..

·        Identify and implement process improvements and automation opportunities.

·        Partner with BIS and vendors on system enhancements, issue resolution, and stability improvements.

·        Represent Operations during audits and regulatory exams; ensuring timely, accurate documentation.

·        Actively participate in enterprise projects and initiatives, advocating for operational needs and alignment.

What roles will this employee lead? 

Directly leads a team of managers and specialists responsible for core bank operations. Must demonstrate effective leadership, sound judgment, and professionalism when addressing personnel or escalated client concerns.

What skills/qualifications do you need?

Education

·        BA/BS in a related field or equivalent professional experience.

Work Experience

·        10+ years in financial services, banking, or operations support.

·        3+ years of leadership experience, with a focus on coaching and performance management.

·        2+ years of direct supervisory experience, ideally in a bank operations environment (preferred).

Certifications

·        Accredited ACH Professional (AAP) certification strongly preferred

Required Knowledge, Skills, and Abilities

·        Deep understanding of deposit operations, fraud, and payment systems.

·        Working knowledge of Nacha, Federal Reserve Bank, and ECCHO operating guidelines.

·        Familiarity with regulations Reg D, E, J, Z, CC, and DD.

·        Ability to lead in a fast-paced, deadline-driven environments.

·        High emotional intelligence and critical thinking skills.

·        Excellent communication, organization, and judgment

·        Experience managing teams in both remote and in-person environments.

·        Preferred experience with  Jack Henry Silverlake.

·        Proficiency in MS Office Suite.       

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