AVP Banking Delivery

Role: AVP Banking Delivery

Location: Phoenix, AZ

Type: Full-time

• Lead end-to-end delivery for banking and financial services operations across multiple accounts and service lines.
• Ensure achievement of all client SLAs, KPIs, contractual obligations, and regulatory requirements.
• Drive operational excellence, productivity improvement, and service quality initiatives.
• Establish robust governance frameworks including operational reviews, risk management, and escalation processes.
• Oversee operational readiness for business transitions, migrations, and transformation programs.

• Retail & Commercial Banking Operations
• KYC (Know Your Customer), AML (Anti-Money Laundering), and Onboarding
• Fraud Prevention, Detection, & Investigation
• Loan Origination, Processing, and Servicing (Mortgage, Auto, Personal)
• Credit Card Operations & Payment Processing
• Dispute Resolution & Chargebacks
• Collections & Recovery Services
• Trade Finance & Wealth Management Support
• Banking Contact Center Operations

• Develop and maintain executive-level relationships with banking and financial services clients.
• Lead Quarterly Business Reviews (QBRs), operational governance meetings, and strategic planning sessions.
• Provide proactive recommendations to improve operational efficiency, quality, compliance, and the end-customer experience.
• Own executive communications for client escalations, operational risks, and strategic initiatives.

• Own delivery P&L for assigned banking accounts and portfolios.
• Manage revenue growth, gross margin improvement, productivity targets, and cost optimization initiatives.
• Develop business cases for transformation and automation investments.
• Support new business growth, solutioning, and account expansion opportunities.

• Ensure compliance with BSA/AML, CFPB, OCC, FINRA, SEC, GDPR, and client-specific regulatory requirements.
• Lead audit readiness activities and support internal, external, and regulatory audits.
• Establish preventive controls to mitigate operational, financial, and compliance risks.
• Drive root cause analysis and corrective action programs for operational errors and client escalations.

• Lead implementation of automation, AI, analytics, and digital transformation initiatives within banking operations.
• Drive operational efficiency through workflow redesign, Lean Six Sigma, and continuous improvement practices.
• Sponsor innovation programs that improve customer experience, operational accuracy, and cost outcomes.
• Identify opportunities for GenAI, intelligent automation, and financial process modernization.

• Lead and develop a large banking operations organization.
• Build leadership succession pipelines and talent development programs.
• Drive employee engagement, retention, diversity, and capability-building initiatives.
• Mentor Delivery Directors, Operations Managers, and future leaders.
• Foster a culture of accountability, collaboration, and customer-centricity.

• Bachelor's degree in Finance, Economics, Business Administration, Accounting, or a related field.
• MBA or equivalent advanced degree preferred.

• 15+ years of experience in Banking BPO, Financial Services Operations, or Banking back-office operations.
• Minimum 8+ years of leadership experience managing large banking operations.
• Demonstrated experience with Retail Banking, Commercial Banking, Payments, and Risk/Compliance operations.
• Experience managing multi-million-dollar P&L responsibilities.
• Proven track record leading global financial services delivery organizations.