Operations Performance Manager Jobs in Billings, MT

In this role, you will manage a team and lead the operations for our Commercial/Small Business Card products. You’ll be accountable for developing and implementing operational policies and procedures, identifying opportunities to improve operational effectiveness, and implementing new strategies to improve the customer experience. This includes the overall employee experience, while adhering to bank risk standards and appropriately prioritizing, managing and monitoring fraud, disputes and chargeback operations. Additionally, this position will provide expert/SME advice for Commercial/Small Business Card products on initiatives driven by Bank partners to ensure related impacts align with the Bank’s commitment to operational integrity, risk mitigation, and delivering a positive employee/customer experience. This position resides in the Customer Experience (CX) department and must be passionate about the customer experience while influencing the organization to have the same approach. This leadership role will work collaboratively with employees across the organization to drive new customer acquisition and engagement of existing customers.

• Creation, revision, and implementation of operational policies and procedures: Develop these materials in an effort to improve efficiency and effectiveness to support a better customer experience while balancing risk and compliance.
• Issue resolution: Coordinate complex operational issues and/or resolution of customer escalations. Communicate resolution back to division staff for customer communication.
• Vendor management: Manage the key vendor partnerships associated with Commercial/Small Business Card. The key partners include a core card processor, loyalty platform, and expense/card management technology provider.
• Risk management: Identify risks (credit, fraud, operational, regulatory) for assigned processes or program and ensure risks are effectively measured, monitored, and controlled.
• Policy and procedure: Develop and implement operating policies and procedures across functions such as underwriting, onboarding, account maintenance, fraud/disputes, collections.
• Issue resolution, escalated questions, triaging potential system defects: Provide SME advice and knowledge to perform root cause analysis and bring issues to resolution.
• Team management: Build the Card and Commercial Payments Operations team. Select staff members, manage daily operations, and ensure a quality employee and customer experience. This includes developing, coaching, training, scheduling and reviewing/documenting employee performance to ensure team effectiveness.
• Compliance: Maintain knowledge of relevant regulatory environment to ensure compliance across the Commercial Card and Payments Products. Possess and maintain a deep knowledge of card specific compliance.
• Internal relationships and collaboration with Division, IT, Operations, Risk, and Compliance to ensure product efficiency and success with customers, and evaluate customer feedback and needs.
• Vendor management: Work directly with technology providers to ensure SLAs are met, issues are resolved, enhancement requests are prioritized, coordination of release planning, and periodic vendor due diligence.
• Risk management: Ensure key risk indicators are within acceptable levels and lead and implement policy and process changes to resolve risk, compliance, and operational issues.
• SME advice and support to Division staff on complex product questions.
• Ensure compliance with all company policies, applicable laws, and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control.

Required: Bachelor’s Degree in Accounting, Business, Finance, or another business-related degree.

• 5 years general operational banking experience.
• 5 years experience in the commercial/small business card industry.
• Advanced experience in operations including project management, process improvement, compliance, or business analysis.
• 5 years supervisory experience.

• Ability to motivate or influence internal or external senior-level professionals.
• Exceptional communication skills, with the ability to talk to every level, from C-level executives to front-line employees.
• A results-oriented mindset with ability to push through obstacles to achieve goals.
• Ability to engage with diverse stakeholders on the journey to achieve the product vision.
• Data-centric approach; ability to set up processes to collect and use data for improved decision making.
• Strong time management skills and ability to prioritize and drive efforts independently.
• Ability to network across multiple functional areas.
• Experience influencing and inspiring a team to optimize daily operations.
• Strong interpersonal and communication skills; ability to effectively interact with senior executives and work independently.
• Exceptional customer orientation; ensure the customer stays at the center of the multi-channel experience.
• Excellent organizational skills.
• Ability to make judgments based on information provided.
• Ability to work and complete tasks with minimal direct supervision.
• Ability to maintain high level of confidentiality.
• Calm and professional interaction with diverse people.
• Reliable and timely attendance.

Occasional travel < 10 days per year by automobile, commercial airlines, rental vehicles or public transportation. Working conditions are primarily indoors in a climate-controlled shared work area.

Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents. Employees may also be eligible for a health savings account, Employee Assistance Program, health rewards program, retirement savings plan (401(k) and Profit-Sharing), short- and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer generous Paid Time Off (PTO) and paid holidays. PTO accruals begin at .0745 per hour worked for part‑time employees, up to a maximum accrual of 240 hours per year for certain full‑time employees. Full‑time employees are offered 6 paid holidays; part‑time employees receive pro‑rated holidays. Additional state‑specific paid holidays may apply in Utah and Nevada.

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.