Head of Operations

Head Of Operations

The Head Of Operations will report to the CIOO and serve as an integral member of the management team. This is a senior leadership position providing oversight and direction of new Flagstar bank operations which consists of supporting the four vertical business lines; Private & Commercial Banking, Consumer Banking, CRE & Multi-Family Lending and Residential Mortgage. The role directly manages the following back-office as well as middle-office functions; Sales Enablement, Cash Management, Deposit, Electronic Banking, Fraud, IRA, Customer Contact Center, Loan and Treasury operations in addition to contributing to the development of the Bank's operational strategic goals. In addition, oversees the enterprise fraud to proactively detect, prevent and mitigate fraud through the use of innovative technology and people processes. Optimizes fraud analytics, data mining, and management information to build upon the organization's capability to prevent, detect and neutralize fraud threats. This position will take the lead in project management and delivery of new business lines and services. This individual will be charged with developing and implementing improved work flow and ensure efficiency and consistency throughout the operations of the bank. This is an outstanding opportunity for a leader with operational experience and a proven track record of change management and problem-solving skills.

Pay Range : $234,158.13-$362,945.10-$491,732.08

Job Responsibilities

Leads across the Flagstar organization to develop a vision, strategy, and implementation plan for scaling change management efforts across all lines of consumer and commercial banking operations.

Develops a multi-year strategy for the fraud operations function to build enterprise-wide capability across multiple types of fraud to protect assets and minimize losses across all businesses driving the consistent and effective identification, assessment and mitigation of fraud.

As a member of the leadership team, contributes to the overall strategic planning and direction of the Enterprise Fraud Management team.

Leads enterprise fraud prevention, detection, intervention, recovery, analysis, investigation, and lessons learned, strengthening and further enabling real time online fraud monitoring and response to minimize loss.

Develops a multi-year strategy for check processing, ACH and wire transfers, debit card processing, cash management, reconcilements and quality review.

Leads and manages the bank's customer contact center.

Responsible for translating regulatory and business risk and communicating effectively to business partners within the organization.

Applies the art and science of change management, by blending defined change management playbooks and methodologies, with understanding of individual and organizational psychological factors and insights into the Flagstar culture and environment.

Serves as an active and visible coach to leadership, to model change leadership behavior, enablement, and integration into transformation delivery.

Additional Accountabilities

Performs special projects, and additional duties and responsibilities as required.

Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

Job Requirements

Required Qualifications :

Education level required : Undergraduate Degree (4 years or equivalent) in Business Management or 15+ years of experience working in operations management and experience designing and successfully leading large scale operational change management programs.

OR

Advanced degree in Business Management or 12+ years of experience working in operations management and experience designing and successfully leading large scale operational change management programs.

Experience :

Minimum of 15+ years of experience in operations and demonstrated experience of managing large teams in a 24 / 7 / 365 operating model.

Minimum of 12+ Years of experience in complex, enterprise transformations, change management and / or strategy.

Minimum of 10+ years in a management or leadership position and with previous experience working in the financial services.

CFE, CAFP, or CAMS, Six Sigma / Quality Management certification preferred.

Job Competencies

Expert knowledge and understanding of consumer & commercial banking operations and lending laws, regulations, and procedures required.

Comprehensive knowledge of financial fraud operations including detection, investigations, and event management.

Expert knowledge of change management and / or project management and / or risk efforts.

Excellent analytical, time management, and organizational skills and the capacity to integrate diverse objectives with a high level of accuracy and attention to detail.

Exceptional in-person, virtual, and written communication skills and an ability to positively interact and influence with senior leadership and other key stakeholders.

Strong collaborating, trust-building, and influencing skills with key Sr. Management / Executives is required to ensure success.

Strong decision making, leadership, strategic planning and problem-solving skills.

Ability to think strategically, innovate, and execute a plan.

Willingness and ability to travel about 25% of the time to visit teams and conduct site visits.

Physical demands (ADA) : No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer.

Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program.