Director of Consumer Operations

ACCESSbank is a locally owned community bank based in Omaha, built on strong relationships, high-touch service, and a deep commitment to the communities we serve. Since opening in 2007, we’ve grown into a top 10 bank in our market while remaining intentionally local and people-first.

We’re proud to be recognized as a Best Bank to Work For by American Banker, Best Bank by B2B Magazine, and a Forbes Best-in-State Bank. Most importantly, we’re proud of the trust our clients place in us and the role our employees play in helping relationships and communities thrive.

You’ll collaborate across departments, improve processes, and take ownership of work that directly impacts client experience and responsible growth. If you value accuracy, accountability, and being relied upon, this role offers real purpose.

Ready to jump into a new opportunity? ACCESSbank is hiring for a Director of Consumer Operations.

The Director of Consumer Operations provides strategic leadership for the systems, processes, and support functions that shape the client experience in the branches of ACCESSbank. This role is responsible for identifying opportunities, developing solutions, and implementing improvements that enhance client satisfaction and operational effectiveness.

The Director provides direct leadership and oversight of the Digital Branch and centralized client support teams while serving as a strategic partner across Personal Banking, Deposit Operations, Information Technology, Compliance, and other business lines to improve operational effectiveness, identify and implement technology solutions, and support organizational growth. This position combines client experience insights, process improvement, technology enablement, risk awareness, and operational expertise to ensure the bank delivers consistent, scalable, and high-quality service while supporting strategic initiatives and long-term growth.

Responsibilities

• Develop and execute strategies that enhance the client experience across service and delivery channels.
• Champion service strategies and delivery models that elevate the client experience across branches, remote channels, and emerging service platforms.
• Provide direct leadership and oversight of the Digital Branch, Interactive Teller Machine (ITM) operations, and Client Contact Center, ensuring consistent service delivery, operational effectiveness, workforce readiness, and alignment with the bank's client experience standards.
• Evaluate the end-to-end client journey and partner across departments to remove friction, improve coordination, and enhance service quality.
• Promote adherence to established service standards, escalation protocols, and quality expectations, ensuring consistent delivery of the ACCESSway across all client-facing and support functions.
• Serve as a key business owner and stakeholder for client-facing systems, service technologies, and operational solutions.
• Partner with Information Technology, Deposit Operations, Compliance, Risk, and other business units to improve processes, resolve issues, and implement enhancements.
• Develop and propose forward-looking business strategies that support operational scalability, digital transformation, and excellent omni channel customer experience.
• Evaluate opportunities to improve workflows, service delivery, reporting, automation, technology utilization, and operational efficiency.
• Lead department-level project management and implementation efforts for new or enhanced, digital banking initiatives, payment platforms, customer contact systems, core processor enhancements, and other bank-wide operational programs, including prioritization, testing coordination, communication, training, and post-implementation stabilization.
• Support implementation, testing, rollout, and optimization of new products, services, systems, and operational capabilities.
• Monitor trends involving client complaints, service disruptions, fraud activity, disputes, operational losses, and control exceptions; identify root causes, process gaps, and improvement opportunities, and partner with appropriate business areas to drive resolution and continuous improvement.
• Establish escalation and response procedures for significant client service, fraud, operational, and systems-related issues.
• Support business continuity planning and operational readiness within assigned functions.
• Ensure appropriate training, controls, and oversight exist to support regulatory compliance and risk management objectives.
• Utilize performance metrics, reporting, and client feedback to identify opportunities and guide decision-making.
• Provide recommendations and insights to executive leadership regarding service performance, client experience trends, operational improvements, and strategic opportunities.