Chief Operations Officer

LEGEND BANK•Decatur, TX

About The Position

The Chief Operations Officer (COO) is a strategic and forward-thinking executive responsible for core bank operations, including Deposit Operations, Digital Channels and Payments, Treasury Management Support, Customer Care Contact Center, Information Technology and Enterprise Project Management. The COO ensures that technology infrastructure, cybersecurity, operational processes, customer servicing functions, and technology platforms align with the bank’s strategic objectives, regulatory expectations, and long-term growth goals. This role provides executive oversight of end-to-end operational workflows supporting deposit services, digital banking, payments, exception processing, customer engagement, policies and risk assessments. The COO drives operational excellence through automation, scalability, process optimization and continuous improvement while maintaining strong governance and regulatory compliance. The position collaborates closely with managed service providers (MSPs), virtual Chief Information Officers(vCISO), executive leadership, and cross-functional partners to ensure secure, resilient, customer focused, and efficient banking operations.

Requirements

Bachelor’s degree in Business Management, Finance, or related fields.
Minimum of 15 years of senior-level management experience in banking, including, Banking Operations, Digital Channels, Payments and Information Technology.
Extensive experience in digital channels, payments, bank operations, regulatory compliance, and risk management.
Demonstrated knowledge in cybersecurity, IT governance, MSP management, and vCISO collaboration.
Proven leadership in digital transformation, enterprise operations, and technology innovation.
Experience leading large teams, managing budgets, forecasting, and strategic planning.
Strong background in project management and enterprise implementations.
Demonstrated success in developing future leaders through coaching, mentoring, and succession planning.
Excellent analytical, communication, interpersonal, and problem-solving skills.
History of developing future leaders through coaching, mentoring & succession planning.
Experience budgeting, forecasting & managing budgets.
Success in developing an environment that fosters accountability, collaboration, open communication and innovation.
Excellent analytical, communication, interpersonal and problem-solving skills.

Nice To Haves

master’s degree a plus

Responsibilities

Enterprise Operations and Process Optimization Provide executive leadership for Deposit Operations, Digital Channels and Payments, Treasury Management Support, Customer Care, Information Technology and Project Management
Direct the administration of departments within responsibility including budgeting, performance monitoring, reporting, compliance, policy and procedure development, risk assessments, internal/external audits/exams, strategic planning initiatives, and staff management.
Lead enterprise operations, ensuring technology-driven efficiencies and automation.
Oversee compliance with financial regulations, data governance, and cybersecurity frameworks through OCC, FDIC, GLBA and other regulatory exams.
Drive operational process improvement initiatives to enhance productivity and risk mitigation.
Collaborate with departments to refine operational workflows for efficiency.
Prepares periodic reports and presentations for executive management and Board of Directors
Evaluate operational procedures and workflows to ensure efficiency, control, and alignment with regulatory and risk management standards.
Identify and resolve operational issues, implementing improvements and alternative methods to enhance service delivery and productivity.
Executive accountability for managed service providers, cloud partners, contract negotiation, SLA Management, and third-party risk ownership.
Maintain responsibility for vendor management related to operational, technology and payment service providers.
Build bench strength and cross-training for critical roles, designing and executing executive and technical succession plans.
Serve on committees for Executive Committee, IT Steering Committee, Technology Board Committee, BaaS Steering Committee, Risk Management Committee, Audit Committee and Project Management Committee
Accountability for information security and cyber security programs including policies for Right to Financial Privacy, Business Continuity Management, GLBA, Information Security, Incident Response Plan, and Cyber Security training for all employees including Board of Directors
Digital Channels & Payments Oversee consumer and business digital banking platforms, including online banking, mobile banking, bill payment, mobile banking, merchant capture, positive pay, and real-time payment services, including Zelle and Zelle for Small Business and customer facing platforms.
Provide executive leadership over Treasury Management Support, including underwriting, limits and risk reviews, wire processing, ACH origination, merchant services, and electronic banking products.
Maintain ownership of ACH, wire transfer, treasury management underwriting, electronic banking, and remote deposit capture policies and procedures.
Oversee debit card operations, Visa vendor relationships, payment processing vendors, and fraud mitigation strategies.
Ensure compliance with NACHA rules, wire regulations, payment network requirements, and associated risk assessments.
Partner with Risk and Compliance teams to support examinations, audits, and ongoing monitoring of payment and treasury operations.
Deposit Operations and Exception Processing Provide executive oversight of Deposit Operations, including centralized account maintenance, account analysis, check and ACH exception processing, Reg CC holds, subpoenas, levies, garnishments, dormant accounts, escheatment, IRS reporting (B‑Notices and W‑8/W‑9 processing), and Right to Financial Privacy compliance.
Oversee legal and exception processing functions impacting deposit and payment operations.
Ensure operational accuracy, risk mitigation, and regulatory compliance across all deposit-related activities.
Customer Care and Service Excellence Provide executive oversight of the Customer Care Center, including contact center technology, performance metrics, escalation management, and customer experience monitoring.
Serve as the voice of the customer across the organization, partnering with Retail, Operations, Digital Channels, IT, and Compliance to improve service quality, satisfaction, and loyalty.
Drive a customer-focused culture emphasizing service excellence, accountability, and continuous improvement aligned with the Bank’s mission and values.
Technology, Information Security, and Business Resiliency Maintain accountability for enterprise technology strategy, infrastructure, application management, and system availability.
Oversee business continuity planning, disaster recovery, incident response, cybersecurity training, GLBA reporting, and information security governance.
Provide executive oversight of core banking system management, digital platforms, and enterprise application environments.
Lead technology risk assessments, cybersecurity initiatives, audit engagements, and artificial intelligence initiatives.
Collaborate with Managed Service Providers (MSPs) to ensure secure, cost-effective, and reliable IT operations.
Partner with virtual Chief Information Security Officers (vCISOs) to strengthen cybersecurity posture, governance, regulatory compliance, and operational resilience.
Enterprise Project Management & Strategic Initiatives Provide executive sponsorship and oversight for enterprise-wide projects, including technology implementations, digital transformation initiatives, process automation, and operational redesign.
Ensure projects are aligned with strategic goals, delivered efficiently, and supported by appropriate governance and executive communication.
Foster cross-functional collaboration to achieve successful execution of strategic initiatives.