Head of Consumer Operations

Position Description

The Head of Consumer Operations works with the Consumer Banking Group Executive to lead the Consumer Banking (consumer and branch based small business) space through a transformation. This position is responsible for developing and deploying strategies that will enable the Consumer space to transform to a more customer centric environment. This position will drive operational efficiency and process improvement by enabling digital technology, driving branch modeling, training, etc. all while focusing on customer experience and optimized processes for our teammates.

Position Accountabilities:

• Transform the way branches operate, moving from order takers to customer centric, advice based sales
• Transform the Customer Care Center (CCC) managing to industry average response times and resolution expectations.
• Create a consultative sales and service culture within the CCC.
• Provide oversight of the ATM network resulting in improved uptime and the expansion of ATMs as a marketing and sales channel
• Identify and implement process improvement initiatives that are necessary to improve operational efficiency including improvements to the FIS core, the branch product origination tools, the teller platform and creating a platform for mobile/tablet devices both inside and external to the branch.
• Implement strategies to reduce operational load on branch personnel as well as optimize non-interest expense in all retail branches.
• Implement structure to ensure a high delivery of service standards by automating, centralizing, eliminating, and streamlining processes and procedures.
• Support Consumer transformation efforts to automate and increase client digital experience in all branches.
• Lead and develop teammates in Consumer Operations and the CCC.
• Monitor branch operational activities through analytics and reporting.
• Ensure compliance with corporate and regulatory procedures (e.g., Know Your Customer, Anti-Money Laundering, Fraud Prevention, etc.) by implementing and monitoring operational processes.
• Stay current with legislative and regulatory developments that impact the Retail line of business to ensure internal compliance controls are implemented and existing controls retain their effectiveness.
• Prepare and manage operations and CCC and ATM budget
• Support the implementation of corporate and line of business initiatives by serving on various project teams/work groups and acting as a project manager as needed.
• Support and practices Atlantic Union’s Purpose, Values and Pillars.

Organizational Relationship:

This position reports to the Consumer Banking Group Executive. This position will directly manage the Retail Operations Team and the Customer Care Center as well as have business responsibility for the availability and functionality of the ATM network.

Position Qualifications

Education & Experience:

• Undergraduate degree with a business major or Masters preferred
• 15+ years’ experience as a subject area expert in banking operations
• Seasoned leader with extensive product knowledge in Branch Operations, ATM, Call Center and expertise in Branch Systems

Knowledge & Skills:

• Strong business acumen along with the ability to understand and incorporate business initiatives into sound processes.
• Extensive knowledge of branch operations (deposit/loan) and related procedures.
• Extensive knowledge of bank policy, procedure, products, and regulations required.
• Working knowledge of branch automation software and testing & documentation procedures.
• Comprehensive knowledge of delivery channels such as branches, ATM and telephone banking.
• Capable of excelling and leading others in a dynamic, fast-paced, growing environment with significant regulatory demands and oversight.
• Exceptional decisions making ability; timely with a focus on quality and in times of uncertainty
• Takes on new opportunity and tough challenges with a sense of urgency, high energy and enthusiasm
• Builds partnership and work collaboratively with others to meet shared objectives
• Gains the confidence and trust with others through honesty, integrity and authenticity
• clear
• Creates and adheres to good plans in the face of adversity while also changing the approach swiftly when circumstances demand it.
• Recognizing the value that different perspectives and cultures bring to an organization
• Build high performing teams who apply their diverse skills and perspective to achieve common goals
• Paints a compelling picture of the vision and strategy that motivates others to action
• Create a climate where teammates motivated to do their best to help the organization achieve its objectives

Leadership Competencies:

• Customer Focus • Digital Savvy • Driven by Data
• Collaborative • Strategic Insight • Innovation
• Drives Results • Business Insight • Attracts & Develops Talent
• Communicates Effectively • Ensures Accountability • Manages Complexity
• Decision Quality • Manages Conflict • Courage

• Drives Engagement

We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace.