VP, Performance Operations

Job Description: Position Summary: The Vice President of Performance and Operations (VP P&O) serves as a strategic and operational leader and is accountable for driving integrated performance across multiple lines of business, including Retail Banking, Remote Banking, Residential Lending, Wealth, E Business Services, and Consumer Lending. The VP P&O ensures consistent execution, operational excellence, and a member-first focus throughout the organization. The VP, P&O will serve as a key business partner and advisor, aligning operational capabilities and growth strategy while fostering a culture of high performance and continuous improvement. This role reports directly to the Chief Banking Officer. Primary Responsibilities & Duties:

• Lead the Sales, Performance and Operations function, developing and implementing high-impact strategies, tools, and processes that enhance member experience, accelerate growth, and improve operational efficiency and performance across all delivery channels.
• Partner with executive and senior leadership to align current and long-term business objectives with operational capabilities and strategic growth initiatives.
• Provide oversight and direction for several critical areas, including:
• Strategic Initiatives & Special Projects: Identify, design, and execute strategic initiatives that drive organizational transformation and cross-departmental improvements.
• Reporting, Incentives and Analytics: Direct the development and delivery of data-driven actionable insights, performance dashboards and incentive programs that support strategic decisions and monitor business health.
• Sales and Service Excellence: Enhance and standardize sales processes, service models, training programs, and performance coaching across all channels.
• Banking Risk Office: Support and reinforce a strong risk management culture by aligning operational practices with regulatory, compliance, and internal standards.
• Collaborate on the design and delivery of sales training programs across all lines of business and identify new or enhanced training initiatives that strengthen frontline effectiveness and support talent development as needed to support growth and service excellence.
• Champion continuous process optimization and operational innovation to ensure efficiency, scalability, and a member-centric service delivery model.
• Develop and implement KPIs and success metrics that align with business objectives and drive accountability throughout the organization.
• Act as a trusted advisor to the Chief Banking Officer and leadership team, contributing to strategic planning and long-term vision.
• Promote a culture of collaboration, accountability and high performance across business units and support functions.
• Build, lead, and mentor a high-performing team, fostering professional growth and succession planning across functions.

Knowledge/ Skill

• Deep understanding of multi-channel banking operations, growth strategies, and operational excellence principles.
• Strong expertise in analytics, process improvement, sales enablement, and risk management.
• Proven track record of leading large-scale operational and growth initiatives, delivering measurable results.
• Exceptional strategic thinking and organizational skills, with the ability to align business strategy with operational execution.
• Excellent verbal and written communication skills, with the ability to clearly articulate complex strategies to diverse audiences.
• Strong leadership skills with experience leading cross-functional teams and driving change.
• Strong interpersonal and relationship management skills with the ability to influence and collaborate across all levels of the organization.
• High attention to detail and commitment to operational excellence.
• Proficient in Microsoft Office Suite and business intelligence and performance management tools.

Minimum Requirements:

• Bachelor’s degree in business, Finance or related field.
• Advanced degree or certification in compliance or a related field preferred.
• Minimum of 10 years of progressive experience in banking or financial services, with significant exposure to operations, enablement, and growth functions.
• 8+ years of leadership experience with proven experience leading teams and initiatives in sales enablement, analytics, and operational improvement.

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