Purpose: The Director of Operations is responsible for the day-to-day leadership, execution, and performance of core operational functions, including Loan Servicing and Deposit Operations. This role ensures all processes are performed accurately, efficiently, and in compliance with regulatory and internal standards, while maintaining strong service delivery and operational controls.
Acting as a key partner to the Head of Operations & Integration, this position owns business-as-usual operations, issue resolution, and team leadership. The Director fosters a culture of continuous improvement, accountability, and operational excellence, while building leadership capability and supporting long-term organizational growth.
Essential Functions:
- Lead and oversee daily operations across Loan Servicing and Deposit Operations, ensuring accuracy, timeliness, and adherence to service level expectations.
- Serve as the primary escalation point for operational issues, incidents, and risk events, ensuring timely resolution.
- Ensure compliance with audit, regulatory, and internal risk management standards; oversee responses to audits, exams, and remediation efforts.
- Maintain and strengthen internal controls to minimize operational risk and financial loss.
- Develop, coach, and lead managers and teams; drive a culture of accountability, engagement, and continuous improvement.
- Identify and implement process improvements, automation opportunities, and efficiency initiatives.
- Partner with Technology and business units to support system enhancements and operational transformation initiatives.
- Monitor operational performance metrics and implement actions to improve outcomes.
- Translate strategic priorities into actionable operational plans and ensure consistent execution.
- Support budget management, cost control, and productivity improvements.
- Demonstrate the standards and principles of the Five Star Bank experience in every interaction with stakeholders.
Job Related Qualifications:
Required:
- Education: Bachelor’s Degree in Business, Finance, or related field
- Prior Experience: 10+ years of progressive leadership experience in banking operations, including managing multiple teams.
Competencies:
- Strong leadership and team development skills
- Excellent verbal and written communication skills
- Strong operational and process management expertise
- Advanced analytical and problem-solving skills
- Strong organizational skills with ability to manage multiple priorities
- Deep understanding of banking operations
- Strong risk and control orientation
- Ability to lead change and continuous improvement
- Strong collaboration skills
- Proficiency in Microsoft Office and banking systems
Physical Requirements:
- Able to travel occasionally throughout corporate footprint.
- Extensive computer usage is required
- Occasional evening or weekend work may be 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, Legal Insurance & Personal Accident
- Tuition Reimbursement
- Employee Referral Program
- Wellness Reimbursement Program
- Star Volunteer Program
- Employee Banking and Financial Perks
- Flexible Hybrid Work Schedule
- Paid Time Off (PTO)
- Company Paid Holidays
This job description is not exhaustive. The Director of Operations may be required to perform other duties as assigned.
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.
Skills Required
- Bachelor's degree in Business, Finance, or a related field
- 10+ years of progressive leadership experience in banking operations
- Experience managing multiple teams
- Strong leadership and team development skills
- Excellent verbal and written communication skills
- Strong operational and process management expertise
- Advanced analytical and problem-solving skills
- Strong organizational skills and ability to manage multiple priorities
- Deep understanding of banking operations
- Strong risk and control orientation
- Ability to lead change and continuous improvement
- Strong collaboration skills
- Proficiency in Microsoft Office and banking systems
What We Do
With 200 years of community banking experience and a portfolio of $5.0 billion in assets, Five Star Bank offers a wide range of consumer and commercial banking services to individuals, municipalities and businesses through a network of more than 45 branches and offices in Western and Central New York State. We provide our customers a dedicated team of over 600 employees who work together in an environment of trust, integrity, and mutual respect. Our customers are at the heart of our organization, where every interaction is an opportunity for us to deliver a friendly, professional, relationship building experience. We take great pride in being a part of each and every community in which we serve. We're committed to giving back to a variety of non-profit organizations, neighborhood charities and countless others. We are proud to be there for you, our customers, wherever, whenever and however you need us. We are Five Star Bank.
