Head of Operations & Customer Success

POSITION: Head of Operations & Customer Success

Position Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity. As the Head of Operations & Customer Success, Senior Vice President, you will be responsible for the development, quality, and overall management of the enterprise Operations and Service teams. This role oversees Bank Operations (Deposit Operations, Card services, Fraud Operations support, Treasury Product Operations, Business Control, Business Transformation and Re-engineering); Loan Operations and Servicing (Loan administration and Loan Servicing); and Client Services (all lines).

The primary focus is to accelerate an end-to-end client experience that provides a differentiated experience for customers and an optimized, efficient operating model in support. This includes seamless, integrated onboarding, service, and end-to-end processes constructed across the bank to drive superior service and continually improve in support of a frictionless internal operating model and customer experience.

The role requires demonstrated expertise of enterprise-wide operations, end-to-end process re-engineering, automation use, and talent models that optimize, create efficiency, scale and demonstrate strong customer experience to measure and deliver on the expected client experience.

Customers or clients are defined as customers CSB serves through digital and physical channels, such as Ivy, it's digital-only bank, and CSB commercial, small business and consumer customers.

Key Result Areas:

* Oversee the management of the Operations and Client Servicing across the customer lifecycle. Functional accountability for the management of Client Service, Loan Operations, Deposit Operations, Payment Services and Business Solutions, Business Control, and Process Improvement.

* Ensure Enterprise Client Services manages strong relationships with customers by quarterbacking all service and incident management and facilitates resolution timely with client, being proactive and anticipating needs

* Facilitate a continuous feedback mechanism with all business lines to ensure frictionless customer experience and demonstrate superior communication and feedback loops

* Provide an ongoing view of client services and operational performance to internal stakeholders

* Operational Controls & Governance - Develop and uphold standard operating procedures, internal controls, monitoring, and reporting frameworks aligned to audit and regulatory expectations.

* Strategic Cross-Functional Partnership - Serve as the operational partner to Product, Technology, Treasury Management, Fraud, Compliance, and the Lines of Business to enable effective day to day business operations, product launches, operational enhancements and platform enhancements, and upgrades.

* Continuously assess and evaluate operations and servicing systems, technologies, and procedural requirements for efficiency gains, automation opportunities and friction removal

* Direct the continued evolution of the operations organization as the bank evolves (ie-digital transformation, commercial orientation), with a focus on execution and quality, consistently and predictably delivering service through standard, repeatable processes. This includes defining levels of service standards and exceptions based on the client or complexity of the relationship.

* Strive for the continuous improvement of products and processes internally through careful consideration of customer feedback

* Create and maintain executive level relationships with internal peers while having the ability to represent Service and Operations with clients and prospects if/when needed

* Create, measure and communicate core KPIs for client success during onboarding, ongoing maintenance, escalations, issue resolution and ongoing servicing

* Ensure efficiency and effectiveness through use of workflows, automation, use of enterprise tools (CRM, core processing platform, business online banking)

* Through monitoring, measuring, and reporting results, hold direct reports accountable for achieving the client experience goals and meeting performance objectives and constantly strives to ensure cost savings opportunities and efficiencies are being achieved

* Provide ongoing leadership to employees by facilitating and making timely decisions, providing effective communication, and helping motivate leadership throughout the operations management

* Communicate effectively, both verbally and in writing, regarding complex or sensitive issues and regulations

* Perform additional duties as required

Qualifications:

* 10+ years experience leading operations and client servicing functions

* Strong foundational expertise and product knowledge across consumer, commercial and small business product offerings

* Proven experience managing adherence to regulatory controls, management to effective risk frameworks and establishment of operating controls to ensure a reliable and consistent operating environment

* Strong customer experience first mindset matched with the ability to identify and solve for customer pain points and operating friction

* Experience in scaling bank operations to support both organic and acquisition led growth

* Proven experience managing strategic vendor relationships from selection to implementation and operation

* Strong critical thinking, problem solving, and decision-making skills

* Ability to build trust and confidence by steadfastly pushing self and team to meet/exceed client expectations

* Ability to anticipate challenges and opportunities

* Proven leadership and teamwork skills with experience of influencing others in order to move toward a common goal

* Exceptional interpersonal & communication skills

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Location: Hybrid/Waltham, MA Salary Range: $280,000.00 - $350,000.00

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $280,000.00 - $350,000.00. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

Visa Sponsorship: Cambridge Savings Bank is unable to sponsor or take over sponsorship of an employment visa for this role at this time.

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370.