Director, Consumer Operations

ACCESS BANK • Omaha, NE

3d • Onsite

About The Position

The Director of Consumer Operations provides strategic leadership for the systems, processes, and support functions that shape the client experience at ACCESSbank. The role identifies opportunities, develops solutions, and implements improvements that enhance client satisfaction and operational effectiveness. It directly leads and oversees the Digital Branch and centralized client support teams, and partners with Personal Banking, Deposit Operations, Information Technology, Compliance, Risk, and other business lines to improve operations, implement technology solutions, and support organizational growth.

The position combines client experience insights, process improvement, technology enablement, risk awareness, and operational expertise to deliver consistent, scalable, high-quality service while supporting strategic initiatives and long-term growth. It also serves as a business owner and stakeholder for client-facing systems, service technologies, and operational solutions, and provides recommendations to executive leadership on service performance, client experience, operational improvements, and strategic opportunities.

Requirements

• Five or more years of leadership experience, including responsibility for employee development, performance management, resource planning, and organizational change.
• Demonstrated experience leading digital service, client support, operational, or contact-center functions.
• Strong understanding of retail banking, deposit products, digital banking, client service, fraud prevention, disputes, operational risk, and regulatory expectations.
• Experience participating in or leading system implementations, platform migrations, workflow redesign, or other significant operational initiatives.
• Demonstrated ability to use data, reporting, and performance measures to improve service, quality, capacity, and operating results.
• Experience managing vendors, service providers, contracts, performance expectations, and escalations.
• Strong strategic thinking, analytical, problem-solving, and decision-making skills.
• Ability to lead through change and operate effectively as processes, technologies, and organizational needs evolve.
• Excellent written, verbal, facilitation, and interpersonal communication skills.
• Ability to collaborate across business lines and balance client experience, operational efficiency, regulatory compliance, and risk management.
• Strong technical aptitude and ability to understand and support multiple systems, digital platforms, and operational workflows.

Nice To Haves

• Bachelor’s degree in business, finance, operations, technology, or a related field; equivalent relevant experience may be considered.
• Ten or more years of progressive experience in banking, financial services, digital banking, client service operations, contact-center operations, deposit servicing, or a related environment.

Responsibilities

• Develop and execute strategies that enhance the client experience across service and delivery channels.
• Champion service strategies and delivery models across branches, remote channels, and emerging service platforms.
• Lead and oversee the Digital Branch, Interactive Teller Machine (ITM) operations, and Client Contact Center, ensuring consistent service, operational effectiveness, workforce readiness, and alignment with client experience standards.
• Evaluate the end-to-end client journey and partner across departments to remove friction, improve coordination, and enhance service quality.
• Promote adherence to service standards, escalation protocols, and quality expectations across client-facing and support functions.
• Serve as a key business owner and stakeholder for client-facing systems, service technologies, and operational solutions.
• Partner with Information Technology, Deposit Operations, Compliance, Risk, and other business units to improve processes, resolve issues, and implement enhancements.
• Develop and propose strategies supporting operational scalability, digital transformation, and an excellent omnichannel customer experience.
• Evaluate opportunities to improve workflows, service delivery, reporting, automation, technology utilization, and operational efficiency.
• Lead department-level project management and implementation for digital banking initiatives, payment platforms, customer contact systems, core processor enhancements, and other bank-wide operational programs, including prioritization, testing coordination, communication, training, and post-implementation stabilization.
• Support implementation, testing, rollout, and optimization of new products, services, systems, and operational capabilities.
• Monitor client complaints, service disruptions, fraud activity, disputes, operational losses, and control exceptions; identify root causes and process gaps and partner with relevant teams on resolution and continuous improvement.
• Establish escalation and response procedures for significant client service, fraud, operational, and systems-related issues.
• Support business continuity planning and operational readiness within assigned functions.
• Ensure appropriate training, controls, and oversight support regulatory compliance and risk management objectives.
• Use performance metrics, reporting, and client feedback to identify opportunities and guide decision-making.
• Provide executive leadership with recommendations and insights regarding service performance, client experience trends, operational improvements, and strategic opportunities.

Benefits

• Competitive compensation and strong benefits.
• Opportunities for career growth through learning, collaboration, and leadership support.
• Paid volunteer hours.
• Employee-led service initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director