Head of Delivery

Sutton Bank•Attica, OH

About The Position

The Head of Delivery leads Sutton Bank’s Payments Delivery Department and is responsible for its overall vision, strategy, implementation and winddown processes, strategic initiatives, productivity, performance, goals, benchmarks, metrics, and continued evolution. The role is charged with building a Process Improvement Program within the Payments Department, with potential for future organizational expansion, and ensuring the Bank remains competitive in payments delivery through agile, efficient processes while maintaining responsible regulatory compliance. The position oversees Delivery Managers, who manage the Delivery Specialists executing implementation and winddown project plans. It develops strategy, road maps, resource plans, project portfolio reporting, and executive dashboards; establishes and reports key risk and performance metrics; and leads continuous improvement, process optimization, standards, documentation, and sustainable process enhancements across Payments. The Head of Delivery also responds to applicable audit, examination, and regulatory requests and coordinates annual on-site working sessions for the areas it oversees. The role leads, coaches, and develops managers and team members, fostering accountability, collaboration, innovation, and customer service. It supports talent development, succession planning, employee engagement, performance evaluation, corrective action, and employee development in partnership with HR.

Requirements

Bachelor’s degree in business, Project Management, or a related field.
Five or more years of management experience in implementation, winddown, fintech, payments program management, and/or related disciplines.
One to three years of project management experience, or an equivalent combination of experience and education.
Ability to communicate effectively and clearly in verbal and written communications.
Excellent interpersonal skills and strong knowledge of the supported business area.
Self-directed and motivated, with the ability to manage multiple tasks.
Excellent problem-solving skills and superior analytical skills.
Ability to respond to common inquiries or complaints from employees, customers, regulatory agencies, or members of the business community.
Ability to present information effectively to top management and employee groups.
Ability to write training documents, policies, procedures, and correspondence.
Ability to comprehend government instructions, develop programs, and train personnel.
Demonstrated operational excellence.
Demonstrated success leading large-scale implementations, conversions, onboarding programs, or operational transformation initiatives.
Experience managing cross-functional teams and complex stakeholder environments.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and executive presentation skills.
Proven ability to drive organizational change and process improvement.

Nice To Haves

PMP or related project management certification.
Lean Six Sigma Green Belt or Black Belt.

Responsibilities

Lead the vision and strategy of the Delivery Department, including governance and controls, project management standards, and execution frameworks for payments implementation, winddown or transition, and process improvement projects.
Manage Delivery Managers who oversee Delivery Specialists responsible for executing implementation and winddown project plans.
Establish, manage, analyze, and report KRI and KPI metrics, project status metrics, operational risks, trends, and opportunities to the VP Payments Operations.
Provide leadership and recommendations for strategy, road maps, and resource planning.
Develop and mature project portfolio reporting and executive-level dashboards for delivery activity, risks, and outcomes.
Coordinate and execute annual on-site working sessions for responsible areas.
Respond and engage as necessary with applicable audit, examination, and regulatory requests.
Lead continuous improvement initiatives across the Payments Department.
Evaluate and optimize operational processes to improve efficiency, quality, scalability, and risk management.
Establish and maintain process standards and documentation.
Partner with cross-functional stakeholders to implement sustainable process enhancements and support organizational change.
Lead, coach, and develop managers and team members across responsible areas.
Foster a high-performing department focused on accountability, collaboration, innovation, and customer service.
Drive talent development, succession planning, and employee engagement within responsible areas.
Work with HR to initiate corrective action and development plans, evaluate performance, and develop staff members.