Head Of Operations & Integration

For two consecutive years running, Five Star Bank has been recognized locally as a Top Place to Work in Rochester and Buffalo, and nationally as a Great Place to Work. These certifications highlight our dedication to fostering a supportive, inclusive, and rewarding work environment!

Position Title: Head of Operations & Integration

Reports To: Chief Financial Officer

Department: Operations

Purpose: The Head of Operations & Integration oversees the entirety of the Bank's Operations, including but not limited to Deposit Operations, Loan Servicing, Banking as a Service ("BaaS") Operations, Digital Operation and Business Analyst Team. In addition, the position provides oversight of BaaS on-boarding and issue resolution on behalf of Operations.

The Head of Operations & Integration will work closely with senior leaders of the Company, line of business managers and the Banking as a Service (BaaS) team to define and implement operational initiatives crucial for the transformation and optimization of our service offerings. This role requires a broadly skilled leader with a robust understanding of operations, business integration and personnel management to effectively drive innovation and operational excellence across the organization.

This is a hands-on leadership role, responsible for enhancing operational processes, developing strategic procedures and improving efficiency of the legacy business practices. The Head of Operations & Integration will be expected to be technically proficient and have excellent communication skills, particularly in identifying operational inconsistencies and enhancing operational controls. This leader will play a crucial role in managing the integration of various lines of business, partnering with Chief Information Officer & Controller in enhancing the core operating software and driving a consistent approach to supporting the operational framework across the Company.

This position provides oversight of remediation items as identified by Risk, Legal, Compliance, and Audit. This position works directly with the SOT business units to manage appropriate remediation actions and timely responses. Accountable for the active identification, response, and/or escalation of risks as appropriate. Influences policies and procedures to maximize profit potential and minimize regulatory exposure.

This position is responsible for minimizing risk and financial loss by developing and implementing effective processes and controls within areas of supervision.

Supervisory Responsibilities:

Degree of Supervision Received: Minimal

• Supervision Received (title): Chief Financial Officer

Degree of Supervision Given: Moderate

• Supervision Given to (Titles): Director of Operations, Loan Servicing Manager & Business Analyst Manager

Essential Functions:

• Oversight of daily operational functions. Ensure proper day-to-day function of all aspects of operations including deposit operations, loan servicing, wire room, ACH, legal processing, digital/BaaS operations, and business analyst management.

• Define and lead initiatives to optimize our core system for scalable efficiency, supporting BaaS implementation and the continuous support model to alleviate operational demands.

• Liaise with other departments in key initiatives to ensure strategic alignment and seamless integration of operations across the company.

• Ensure the appropriate operating model is in place for retail branch operations, commercial operations and Banking as a Service offerings to ensure optimized performance and service delivery.

• Address and ensure timely remediation of outstanding audit and control issues across all operations managed platforms, systems and teams.

• Partners with Chief Information Officer to identify opportunities to transform operating system to align with strategic plan for the enterprise.

• The position ensures the development of policies, monitors compliance, and oversees projects and budgets.

• Ensure Business Analyst team aligns and supports Enterprise Project Management initiatives on a prioritized basis.

• Serves as a champion of communication, change management, process improvement, and successful implementation of projects within and across departments.

• Develop, enhance and maintain appropriate operational controls in partnership with the Bank's Controller as necessary through the improvement of business functionality as aligned with core business objectives.

• Promoting efficiency by implementing improved operational procedures. Monitor annual review and maintenance of procedures.

• Utilization of excellent communication and customer service skills when interacting with internal associates, external vendors, and customers.

• Ensures that business operating activities are compliant with audit and risk management policies and regulations. Manages and prepares responses to audit findings, examiner reviews, or other regulatory information requests in a timely and comprehensive manner.

• Administer appropriate oversight of activities related to the Operations Risk team. Manages performance of direct reports and provides ongoing coaching and training opportunities to ensure staff has the skills and resources to be successful. Responsible for timely completion of performance evaluations of assigned staff.

• Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

Job Related Qualifications - Education and Prior Experience:

Required:

• Education: Bachelor's degree in business administration, Information Technology, or related field

• Prior Experience: 10 + years supervisory experience in a banking operations environment

• Licenses or Accreditation: N/A

Preferred:

• Education: Master's Degree

• Prior Experience: 15+ supervisory experience in bank operations, compliance or risk management

• Licenses or Accreditation: N/A

Competencies:

• Demonstrated expertise in managing system implementations, case management, team leadership, and business process transformations, especially related to technology and operations.

• Deep understanding of the Bank's systems, front-to-back transaction and data flows, Jack Henry software, and emerging technologies.

• Proven ability to manage and resolve complex organizational and technical challenges.

• Strong strategic thinking and problem-solving abilities, with a track record of delivering operational improvements and innovations

• Strong relationship building skills with the ability to collaborate with various business partners.

• Excellent attention to detail and strong organization skills with ability to meet established deadlines.

• Strong end-to-end project management skills.

• Highly analytical with both data and process management skills. High level of attention to detail with the ability to follow detailed procedures and ensure accuracy.

• Strong organizational skills with the ability to multitask and prioritize to meet assigned deadlines.

• Significant knowledge in all areas of banking.

• Excellent written and verbal communication skills with ability to convey information to all levels of staff.

• Experience with Microsoft Office applications and ability to learn and utilize new and existing banking software applications.

• Ability to work with all levels of staff and management.

• Responds to requests for information in a timely and professional manner.

• Ability to take initiative in problem solving and produces practical decisions and solutions.

• Able to effectively coach, mentor and develop staff in areas of expertise.

Physical Requirements:

• Able to regularly sit for prolonged periods of time.

• Extensive computer usage is required.

Benefits:

• Medical, Dental, and Vision Insurance

• Health Savings Account

• Flexible Spending Account(s)

• Company Paid Life Insurance, Long Term Disability, and Short Term Disability

• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity & Personal Accident

• Tuition Reimbursement

• Employee Referral Program

• Wellness Reimbursement Program

• Star Volunteer Program

• Employee Banking and Financial Perks

• Paid Time Off (PTO)

• Company Paid Holidays

#LI-HYBRID

The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.

This job description is not exhaustive. The Head of Operations & Integration may be required to perform other duties as assigned.