Chief Operations Officer

1 week ago

South Portland, Maine, United States The Ladders Full time
Job Type

Full-time

Description

Are you ready to elevate your career in operations? We are seeking a proactive, people-oriented, and results-focused Chief Operations Officer who is prepared to advance their professional journey. This is an opportunity to guide your career towards growth, innovation, and outstanding learning experiences.

The Chief Operations Officer is crucial in managing and delivering superior operational services and support across multiple divisions, including Deposit Operations, Payments, and Fraud, as well as electronic and digital services. This engaging role encompasses overseeing everything from the initiation and management of deposit accounts to the execution of ACH and card transactions, all while improving digital service delivery.

As the Chief Operations Officer, you will be the architect of operational consistency, efficiency, and adherence to regulatory standards and internal policies. You will work closely with the COO and other executives to launch innovative products and services, enhancing the operational efficiency of the organization and enriching the overall member experience. This position is not solely about management; it is about crafting a seamless and engaging experience for every member we serve.

Responsibilities:
  • Engage with peers and participate in strategic planning initiatives. Lead cross-functional teams to drive exciting enhancements and bring the organization's digital-first strategy to fruition. Communicate effectively with internal teams, executives, and stakeholders through various channels to ensure everyone is informed. Facilitate inspiring annual goal-setting sessions with your direct reports, focusing on shared expectations and key milestones in their roles. Conduct regular one-on-one meetings to discuss daily tasks, development goals, and performance expectations—this is where growth occurs. Efficiently process subpoenas with the organization's legal counsel as necessary.
  • Lead and manage the Operations Business Unit, providing strategic direction to Deposit Operations, Payments, and Fraud divisions. Oversee daily activities through managers, ensuring alignment with organizational objectives and compliance with products and services. Manage product delivery quality, addressing issues as they arise, including overseeing member complaint resolutions. Supervise payment processes such as debit card ordering, ACH processing, and check exceptions, while spearheading fraud prevention strategies. Recommend and implement process enhancements to improve the member experience and align with the organization's risk tolerance. Utilize production-related reports for informed decision-making and actively participate in training on preventing fraud losses.
  • Oversee and optimize operational resources for digital banking services and their various integrations. Collaborate with direct reports to support operational activities. Develop and manage digital banking services, including online banking, mobile banking, bill pay, mobile check deposit, and more, as well as new or emerging banking services. Establish and enforce policies to enhance the efficiency and security of electronic and digital services. Stay informed about industry trends and regulatory changes, actively collaborating with peers to continuously improve technological offerings.
  • Monitor compliance exceptions, fraud incidents, and financial losses related to fraud, as well as wire policy exceptions and unscheduled digital banking availability. Stay updated on technological advancements through formal and informal resources, collaboration with peers, and active participation in internal teams. Utilize data to make informed decisions, drive improvements, and assess departmental performance. Negotiate with vendors for pricing and terms in service contracts, lead the implementation of new services, and recommend enhancements to existing services and processes.
  • Collaborate with the compliance department to ensure organizational adherence to deposit and digital service regulations, focusing on Reg E and the prevention of fraud losses. Advise, draft, and implement policies to ensure that the Operations departments comply with regulations and industry standards. Keep all disclosures up to date. Actively participate in required audits.
The organization is proud to be an Equal Opportunity Employer.

Requirements:
  • Three to five years of relevant experience.
  • Bachelor's degree or equivalent formal certification.
  • Prior experience in team management.
  • Exceptional written and verbal communication skills.

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