Job Description

Title: Senior Director, Treasury and Customer Operations

Location: Chicago, IL - Onsite role

Duration: Permanent role

Responsibilities:

1. Lead and manage the middle office, member support and member transaction desk teams, ensuring smooth daily operations and exceptional service delivery.

2. Evaluate existing operational processes, identify areas for improvement, and develop strategies to streamline processes. Implement best practices and standardize processes across the operations function.

3. Provide expert oversight and direction on complex banking and cash management issues, with an ability to solve technical problems and mitigate operational risks.

4. Develop and execute operational strategies that support business growth, regulatory compliance, and customer satisfaction.

5. Collaborate closely with the sales team to support onboarding efforts, and resolve member issues with speed and precision.

6. Lead change management efforts associated with operational transformation initiatives. Develop and execute comprehensive change management plans to ensure successful adoption of new processes, systems, and ways of working.

7. Build and lead a strong, service-oriented team, fostering a culture of accountability, continuous improvement, and professional development.

8. Mentor and develop team members, helping them develop their knowledge and competencies. Encourages teamwork, professionalism and high morale, throughout the department and the Bank.

9. Creates efficiencies within work tasks to eliminate or reduce manual processes.

10. Partner closely with internal stakeholders including product ownership, finance, technology, compliance, and risk to support new initiatives, system enhancements, and policy updates.

11. Oversee the development and reporting of operational metrics, dashboards, and KPIs/KRIs to assess performance and identify opportunities for optimization.

12. Maintain a deep understanding of banking operations, financial instruments, and regulatory requirements (e.g., ACH, wires, reconciliations, settlements).

13. Ensure appropriate controls are in place for operational integrity, audit readiness, and regulatory compliance.

14. Act as a champion for the customer, constantly evaluating processes, systems, and policies to improve service delivery and satisfaction.

15. Lead or support enterprise-level projects and initiatives related to operations, automation, and customer experience

Must-Haves:

1. Bachelor’s degree in Finance, Business, or a related field required; Master’s degree preferred (e.g., MBA).

2. 20+ years in banking operations, with a focus on cash management, financial transactions, and member/customer service functions.

3. 8+ years in leadership/management

4. Experience in regulated environments (e.g., financial institutions, credit unions, fintech) is required.

5. Proven leadership experience managing large, cross-functional operational teams, including middle office or transaction processing groups.

6. Deep technical expertise in cash management products, transaction processing, reconciliations, and related banking operations.

7. Strong analytical skills and experience using data to drive operational decisions and improvements.

8. Demonstrated success in enhancing customer/member satisfaction through operational excellence.

9. Excellent communication and stakeholder management skills, with a collaborative leadership style.

10. Familiarity with systems and tools related to cash management, CRM, and workflow automation is highly desirable.

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