How will this role impact First Command?

Reporting to the Bank President and CEO, the EVP, Bank Chief Operations Officer is responsible for leading and optimizing the operations of the Bank to deliver a world class banking experience in support of lifelong financial security for our clients.  The position is primarily responsible for driving operational excellence for the bank and aligned with the enterprise by developing, implementing and optimizing operational strategies, policies, procedures and processes to significantly enhance client and Financial Advisor experience, improve efficiencies, enhance effectiveness, reduce risk, and enhance revenue opportunities. This includes partnership and collaboration with business partners including lending, marketing, compliance, legal, digital solutions, technology operations, enterprise service and operations, and third-party vendors in support of our mission.

The Bank Chief Operations Officer is a member of the enterprise Senior Vice President Forum, Senior Leadership Team (SLT), FCB’s Asset Liability Committee (ALCO), Enterprise Internal Risk Management Committee (IRC), participant at the FCB Board of Director’s meeting, and other committee and projects as assigned.

What will the employee do in this role?

• Partner with the executive and bank leadership teams to implement a strategic vision and develop the operational roadmap that aligns with the needs, mission, and objectives of the Bank and the enterprise. Provide regular updates to the executive leadership team and Bank Board of Directors on operational progress, risks, and opportunities.
• Oversee day-to-day operations with accountability using clear metrics aligned to the strategic goals of the enterprise and the bank. Design sustainable and scalable operational frameworks that support future growth, protect service quality, and ensure strong operational integrity. Translate strategic objectives into actionable plans with measurable outcomes and timelines.
• Establish and monitor key performance indicators (KPIs) and other benchmarks for performance including SLAs, cycle time, quality of deliverables and alignment with regulatory compliance and controls to inform sound decision-making. Leverage data driven insights to assess operational health, identify areas for improvement, optimize processes, and streamline workflows.
• Collaborate with enterprise Data and Analytics to normalize data in multiple formats from various sources into robust operational reporting and visualization summaries that translate metrics into business intelligence for internal management requirements and client/merchant-facing requirements.
• Drive a culture of collaboration, transparency, and continuous improvement within the bank and develop strong relationships with business partners, shared resources across the enterprise and vendors. Collaborate closely with leadership and departments across the organization to achieve revenue goals and client and financial advisor experience targets.
• Lead, mentor, develop, and inspire leaders and managers to meet performance objectives and team goals and build high-performing goal-oriented teams. Establish development plans for future growth and succession planning. Foster a culture of accountability, excellence, collaboration, and effective communication. Strengthen morale, engagement, development and mission alignment and develop an organization that attracts, retains and grows top talent aligned with our mission and goals.
• Partner with the Bank Chief Compliance Officer, Audit, Risk, and Legal to ensure strict compliance frameworks including internal controls and monitoring processes. Ensure that the appropriate controls (financial, operational effectiveness, efficiency, quality, and regulatory controls) are maintained within Operations. Work with Legal, Audit, and Compliance to leverage their expertise to address all regulatory changes.
• Ensure the development, implementation, documentation, and monitoring of depository compliance related matters; meet or exceed all regulatory agency guidelines and standards as well customer requirements; act as a primary contact to outside and OCC examiners.
• Work closely with technology and other business partners to assess, representing the needs and requirements of the Bank for technology solutions that maximize efficiency and client experience.  Manage Operations resources assigned to the projects within the Bank.
• In partnership with the finance team, develop, and oversee the Bank operational budget, forecasts and financial reporting and optimize cash management strategies. Manage costs and resources and minimize variances to meet financial targets and support mission-focused business growth.
• Coordinate with Legal and HR teams on vendor management and all other contractual matters.

Supervisory Responsibility

Incumbent must be a seasoned professional with experience leading cross-functional teams who is able to address problems and recommend solutions to quickly resolve personnel or client issues. This position owns and manages all core operations including the Debit/ATM card network, 24-hour customer service, automated deposit documentation systems, wire transfer, item processing, liquidity management, safe deposit management and cashier/teller/new accounts function of the bank.  Direct oversight includes leading the Personal Banking team (Call Center), Quality Control, Risk and Fraud, Operations Support, and bank training departments.

What skills & qualifications do you need?

Education

• Bachelor’s degree required

Work Experience

• 15 years of banking or financial services experience required
• 10 years of bank operations or equivalent progressive leadership experience required
• Call center supervision experience and/or branch banking experience preferred
• Familiarity with the military market desirable

Required Knowledge, Skills, and Abilities

• Excellent analytical and critical thinking skills to assess situations, make recommendations from both strategic and tactical perspectives, and execute solutions. 
• Expertise in aligning business goals to business processes, leading to improvement in profitability, cost savings, process optimization, and performance excellence.
• Experience in developing and leading fraud prevention programs.
• Deep understanding of banking regulations and experience interfacing with regulators.
• Proven track record of leading operational change, business, process and systems transformation.
• Strong leadership and change management skills with a demonstrated ability to communicate effectively and tactfully with people at every level of the organization.
• Must be customer-oriented and maintain a professional demeanor at all times as well as ask probing questions to determine customer needs.
• Detail oriented, possess strong organizational skills, trustworthy and comfortable working in a highly confidential business environment.
• Strong collaborator and communicator to ensure seamless operations within the enterprise

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