Head of Delivery

Sutton Bank•Venice Township, OH

About The Position

The Head of Delivery leads the Payments Delivery Department, setting its vision and processes for implementation, winddown and transition, strategic initiatives, productivity, performance, goals, benchmarks, metrics, and evolution. The role builds a process improvement program within Payments, with potential for future organizational expansion, while helping the Bank remain competitive through agile and efficient delivery processes in a regulated environment. The position oversees Delivery Managers, who manage Delivery Specialists executing implementation and winddown project plans. It establishes project governance, controls, standards, and execution frameworks; tracks and reports key risk and performance indicators, project status, operational risks, trends, and opportunities; and provides recommendations on strategy, roadmaps, and resource planning. The role also develops portfolio reporting and executive dashboards, responds to audit and regulatory requests, and leads continuous improvement and organizational change across Payments. The Head of Delivery leads, coaches, and develops managers and team members, and fosters accountability, collaboration, innovation, customer service, talent development, succession planning, and employee engagement. The role works with HR on corrective action, development plans, performance evaluation, and staff development.

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 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 for the Delivery Department and its implementation, winddown/transition, and process improvement projects.
Establish governance, controls, project management standards, and execution frameworks.
Manage Delivery Managers overseeing Delivery Specialists who execute implementation and winddown project plans.
Establish, manage, analyze, and report KRI, KPI, project status, operational risk, trend, and opportunity metrics to the VP of Payments Operations.
Provide leadership and recommendations for strategy, roadmaps, 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 processes for 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 accountability, collaboration, innovation, and customer service; drive talent development, succession planning, and employee engagement.
Work with HR to initiate corrective action and development plans, evaluate performance, and develop staff members.