This is a senior executive opportunity within the Deposit Operations function of a well-established, high-performing national bank, offering full ownership of commercial banking operations spanning client service, account onboarding, deposit back-office functions, compliance, and technology integration. The role combines executive service leadership with deep operational expertise ensuring seamless client experiences from onboarding through activation while maintaining rigorous compliance with deposit operations regulations and first-line audit readiness. It's the right seat for a seasoned banking operations leader with 10+ years of progressive experience who combines hands-on deposit operations knowledge with the ability to build high-performing teams, drive process automation, and serve as the primary liaison for regulatory examinations and internal audits.
RESPONSIBILITIES
Provide executive oversight and day-to-day direction for the commercial banking operating team;ensure timely, accurate, and professional handling of all client inquiries, service requests, and issue escalations
Serve as the senior escalation point for complex or high-profile client service issues;monitor contact center metrics including call volume, average handle time, and abandonment rate to drive staffing and performance decisions
Monitor and benchmark client satisfaction performance against peers and industry standards;develop action plans to sustain a top-quartile service reputation
Lead development and continuous improvement of contact center scripts, escalation protocols, and issue routing frameworks to ensure consistent, compliant client interactions
Oversee the end-to-end onboarding process for commercial deposit customers ensuring accuracy, compliance, and a smooth client experience from account opening through activation
Design and implement comprehensive training programs for contact center staff, deposit operations teams, and onboarding personnel covering product knowledge, service standards, compliance, and error prevention
Own the integrity, completeness, and validation of account data and payment instructions flowing to the centralized wire and ACH team including handoff standards, exception protocols, and root-cause remediation of upstream data errors
Direct core deposit back-office functions including Regulation E dispute and error-claim resolution within regulatory timeframes, Regulation CC funds availability and hold administration, and exception and return item processing
Oversee legal order processing including levies, garnishments, subpoenas, and escheatment/unclaimed property compliance and state reporting
Ensure first-line execution quality of CIP/KYC and CDD data collection including operational performance of identity verification tooling and timely referral of suspicious activity
Manage vendor relationships for deposit operations platforms including performance monitoring, SLA enforcement, and vendor due diligence support
Partner with technology teams to automate onboarding and service workflows;own operations-side requirements for core banking and fintech integrations
Serve as the primary deposit operations liaison for regulatory examinations and internal and external audits;maintain first-line ownership of controls and remediation
Numbers & Facts
Location
Dallas, TX
Skills
Automationunmatched
Banking Operationsunmatched
Banking Servicesunmatched
Benchmarkingunmatched
Call Center Evaluationunmatched
Call Centersunmatched
Call Volumeunmatched
Commercial Bankingunmatched
Continuous Improvementunmatched
Customer Experienceunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Data Collectionunmatched
Data Qualityunmatched
Due Diligenceunmatched
External Auditunmatched
Industry Standardsunmatched
Internal Auditunmatched
Know Your Customer (KYC)unmatched
Leadershipunmatched
Legalunmatched
Machine Toolunmatched
Maintain Complianceunmatched
Metricsunmatched
Onboardingunmatched
Order Processingunmatched
Performance Analysisunmatched
Regulationsunmatched
Regulatory Complianceunmatched
Resolve Customer Issuesunmatched
Returns Processingunmatched
Routing Protocolsunmatched
Scripting (Scripting Languages)unmatched
Service Level Agreement (SLA)unmatched
Supplier Relationship Management (SRM)unmatched
Time Managementunmatched
Training Programunmatched
Vendor/Supplier Relationsunmatched
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