Vice President, Bank Operations

How will your role impact First Command?

Reporting to the Chief Operating Officer of First Command Bank, the VP, Bank Operations is a senior leader responsible for the strategic direction, execution, and continuous improvement of core operational functions across the bank. This role oversees key operational domains including Deposit Operations, Payments & Cards, Fraud Loss Ops, Field Support, and Small Business Banking Solutions & Readiness. 

This leader will play a central role in transforming bank operations through automation, user-centered process design, and tight integration with technology and product partners. The VP, Bank Operations will partner closely with interna and external stakeholders to ensure operational excellence, regulatory compliance, and a superior client and advisor experience.

What will you be doing?

• Lead and develop high-performing teams across five operational areas (Deposit Ops, Cards & Payments, Field Support, SMB Solutions, and Fraud Ops), fostering accountability, innovation, and collaboration.
• Serve as a key contributor to bank modernization initiatives focused on automation, system integration, and operational scalability.
• Oversee the implementation and readiness of operational processes to support new products and technologies, ensuring alignment with regulatory and risk management frameworks.
• Partner with Compliance, Risk, Internal Audit, and BIS to identify operational risks and design sustainable controls.
• Own readiness and adoption strategies across retail and small business banking, including testing, training, and user experience improvements.
• Drive consistent and measurable service outcomes for internal stakeholders and clients across all operational functions.
• Represent Bank Operations on strategic projects and cross-functional working groups.
• Serve as escalation point for complex operational issues, fraud cases, or exceptions requiring executive oversight.
• Contribute to operational planning, budgeting, and reporting to executive leadership and the Board.

Who will you be leading?

Incumbent must be a mature, professional individual able to address problems and recommend a solution to quickly resolve escalated personnel or client issues. This position is responsible for supporting the team with active coaching, mentoring, and accountability.

What skills/qualification do you need?

Education

• Bachelor’s degree required (prefer business-related field of study); Master’s preferred

Work Experience

• 10+ years banking experience required
• 5+ years of leadership experience required
• Previous bank operations or deposit operations experience required
• Previous ACH and Item Processing experience required
• Previous General Ledger experience required
• Experience working in an Agile team environment preferred

Certifications 

• Accredited ACH Professional (AAP) certification strongly preferred

Required Knowledge, Skills, and Abilities

• A strong knowledge of bank operations and fraud review is required, plus a good knowledge of all bank products.
• Strong knowledge of Nacha, Federal Reserve Bank, and ECCHO operating guidelines.
• Strong knowledge of banking regulations including but not limited to Regulations D, E, J, Z, CC, and DD.
• Ability to maintain mental concentration with numerous interruptions and work under strict deadlines while prioritizing, delegating, and overseeing multiple tasks
• Good organization and communication skills are necessary for working with customers, agents and employees and must possess discernment in being able to apply bank policy in all situations while at the same time knowing when an exception might be appropriate and approving that exception while always maintaining a professional demeanor
• Must possess excellent skills in handling sensitive and extremely confidential information and communicate this information on a need-to-know basis only
• Strive to exhibit above average leadership skills

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