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Leads daily Loan Servicing and Deposit Operations, overseeing service quality, compliance, risk controls, issue resolution, team development, performance metrics, process improvement, automation, technology partnerships, budgeting, and operational transformation. The role manages multiple teams and translates strategic priorities into executable operational plans while ensuring regulatory and internal standards are met.

Processes deposit account changes, transactions, closures, reconciliations, research, and adjustments across banking systems. Supports retail banking staff and the customer contact center, manages high request volumes, monitors account activity, maintains accuracy and compliance, and contributes to workflow optimization and departmental projects.

Conduct complex, risk-based regulatory compliance testing across banking business lines, focusing on deposit and consumer lending products. Analyze regulations, data, controls, and workpapers; perform quality assurance reviews; manage testing schedules; communicate findings and recommendations; support incident investigations, remediation, and process improvements; and maintain relationships with compliance, legal, and business stakeholders.

Performs financial, operational, compliance, and SOX Section 404 control audits under close supervision. Conducts audit testing, evaluates internal controls and regulatory adherence, prepares workpapers and reports, documents findings, and enters management responses into the audit system. The role also supports investigations, consultative engagements, audit planning, and departmental initiatives while maintaining financial institution and auditing knowledge.

Supports deposit product development, pricing, testing, reporting, launches, forecasting, profitability analysis, competitive rate tracking, and customer segmentation. Coordinates cross-functional initiatives with sales, marketing, finance, compliance, operations, and IT teams. Develops dashboards and product performance analyses while helping ensure products meet growth, profitability, compliance, and customer experience objectives.

Leads talent management and leadership development programs, including performance reviews, career pathing, learning paths, compliance training, and tuition reimbursement. Administers Docebo and analyzes HRIS, learning, and survey data to assess program effectiveness. Develops e-learning, training materials, presentations, and internal communications; facilitates leadership training, coaches leaders, supports change management, and partners with business units to improve organizational capabilities.

Leads enterprise regulatory compliance and ethics for a financial institution and investment affiliate. Oversees the Compliance Management Program, Fair Lending, CRA, risk assessments, testing, monitoring, regulatory change management, complaint management, training, policy governance, and issue remediation. Reports to the Board and executive leadership, chairs the Compliance Committee, manages the compliance team, coordinates regulatory examinations, investigates ethical concerns, and partners with business leaders to strengthen risk management and compliance culture.

Own the ServiceNow platform vision, strategy, roadmap, governance, and enterprise delivery. Lead ITSM, ITOM, CMDB, asset management, integrations, data governance, reporting, and continuous improvement initiatives. Translate business needs into technical requirements, prioritize platform investments, oversee Agile execution, manage vendors and contracts, and advise senior stakeholders. Lead and develop cross-functional platform teams while driving automation, adoption, operational efficiency, and scalable enterprise capabilities.