Reports To: Chief Operations OfficerGeneral Purpose:
The Director of Operations is responsible for leading and optimizing the Bank’s operational functions, ensuring efficient, compliant, and customer-focused delivery of services across the call center, deposit and digital banking operations. This role partners closely with management across the organization to drive operational excellence, support growth initiatives, strengthen internal controls, and enhance the overall customer experience. The Director will oversee day-to-day operations while advancing strategic initiatives, including process improvement, technology adoption, and regulatory readiness.
Responsibilities:- Provide leadership, coaching, and mentorship to drive alignment with organizational vision, enhance employee engagement, and promote continuous professional development.
- Lead and manage a segment of the Bank’s operations, including deposit operations, fraud, payment processing, call center, and digital banking.
- Partner with department managers to develop product roadmaps, oversee the product lifecycle, and support initiatives that drive growth across product lines.
- Drive operational efficiency through process improvements, automation, and scalable workflows.
- Establish and monitor KPIs to measure service levels, productivity, accuracy, channel preferences, and customer experience.
- Ensure compliance with banking laws and regulations; maintain audit readiness and support examinations.
- Partner with Compliance and Audit to strengthen internal controls and mitigate risk.
- Oversee vendor relationships and performance management.
- Collaborate with cross-functional teams to align operations with business objectives.
- Partner with the Training and Development Coordinator to develop and implement training programs that promote product knowledge and process proficiency.
- Represent the operations team as an active member on various internal committees
- Perform other job duties as assigned.
- Bachelor’s degree in Business, Finance, Accounting, or related field
- 10+ years of banking operations experience
- 5+ years of leadership experience.
- Experience with deposit and payment operations.
- Track record of process improvement and operational transformation.
- Experience supporting regulatory exams and audits.
- Familiarity with core banking systems
- Strong knowledge of banking regulations and operational procedures across deposit, card, and digital products.
- Expertise in process improvement methodologies preferred
- Effective leadership and team development.
- Strong communication and interpersonal skills.
- Strategic thinker with execution capability.
- Ability to manage multiple priorities in a regulated environment.
- Proficiency in Microsoft Office Products.
- Ability to analyze data to make strategic recommendations and decisions.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor's degree in Business, Finance, Accounting, or related field
- 10+ years of banking operations experience
- 5+ years of leadership experience
- Experience with deposit and payment operations
- Track record of process improvement and operational transformation
- Experience supporting regulatory exams and audits
- Familiarity with core banking systems
- Strong knowledge of banking regulations and operational procedures across deposit, card, and digital products
- Expertise in process improvement methodologies
- Proficiency in Microsoft Office Products
- Ability to analyze data to make strategic recommendations and decisions
What We Do
Isabella Bank Corporation is a financial services holding company offering a wide array of financial products and services in mid-Michigan. Its banking subsidiary, Isabella Bank, offers banking services through 31 locations, 24-hour banking services locally and nationally through shared automatic teller machines, online banking, and direct deposits to businesses, institutions, and individuals. Lending services offered include commercial real estate loans and lines of credit, agricultural loans, residential real estate loans, consumer loans, and credit cards. Deposit services include interest and noninterest bearing checking accounts, savings accounts, money market accounts, and certificates of deposit. Other related financial products include trust services, safe deposit box rentals, credit life insurance, and brokerage products through Raymond James Financial Services. Active competition, principally from other commercial banks, savings banks and credit unions, exists in all of the Bank’s principal markets. The Corporation’s results of operations can be significantly affected by changes in interest rates or changes in the local economic environment.
