• Chief Operations Officer

    Job Locations US-TN-Memphis
    Job ID
    Regular Full-Time
  • Overview

    The Chief Operating Officer is responsible for planning, organizing, and controlling the day-to-day operational activities of the Payment Processing Division under the direction of the Chief Executive Officer. The position ensures that all operational aspects of the Payment Processing Division operates in a safe and sound manner in the best interest of the Bank, it's customers and employees, and in compliance with all applicable laws, rules and regulations.



    • Plans, organizes, and controls all the day-to-day operational activities of the Payment Processing Division under the direction of the Chief Executive Officer; and ensures that all operational aspects of the Payment Processing Division operates in a safe and sound manner in the best interest of the Bank, it's customers and employees, and in compliance with all applicable laws, rules and regulations.
    • Leads and manages key functions (e.g., products and services; budgeting, planning, technology, etc.) in ways that exhibit industry 'best practices' for the Division; acts as a focal point and facilitator on Division-wide issues with cross-organizational implications to ensure timely and effective resolution.
    • Supervises and works closely with team members to ensure the operational effectiveness, sustainability and resiliency of the Division; drives change and improvement by convening, informing, supporting, influencing and mentoring; ensures all Division operations are effectively integrated to achieve best possible outcomes; provides insight and develops and implements strategies to accommodate current and future organizational plans, programs, and needs; and conducts frequent meetings with team members.
    • Provides the highest level of customer relations and service; ensures compliance with Bank policies, procedures and processes; and performs supervisory responsibilities for the Division.
    • Supervises and approves major operational projects related to products and services, technology, and standardized policies and procedures of the Division; ensures effective integration and coherence with internal and external stakeholders, including but not limited to, incident response, technology and operations, maintenance of operations and communication flows; enables better and more aligned support service quality through stronger governance, transparency, planning, delivery and evaluation to follow through on observations and recommendations from the Bank's strategic planning initiatives; and oversees the evaluation, planning, and implementation of key infrastructure to support the Bank in terms of administrative systems such as contract, time, asset, and access management.
    • Provides vendor management by identifying the program vendors necessary to meet the needs of the Division, negotiate agreements, service level agreements, develop, and manages vendors for compliance with the agreement.
    • Manages the Division's customers' compliance with all product and service agreements.
    • Develops key performance indicators for the Division and provides regular updates and reporting to the Board and Senior Management team.
    • Develops an annual risk assessment for the Division and implements the necessary initiatives to minimize exposure.
    • Develops and implements a system of internal controls for the Division with regular monitoring of adherence to said controls making regular adjustments as needed.
    • Contributes to the Bank's progress toward a shared vision, goals, desired operating model, culture, values, and behavior in partnership with the Board of Directors, CEO, members of Senior Management, and all Bank personnel.
    • Works closely with the Bank's Chief Compliance Officer and General Counsel to ensure the Bank's compliance with all applicable banking laws, rules and regulations; and assesses the effect of regulatory changes on overall Bank compliance and risk and ensures such matters are communicated to the CEO on a timely basis.
    • Interfaces with the Chief Credit Officer in relation to credit quality, major policy issues, and communications related to current issues, pricing, and policies and procedures.
    • Plans, organizes, and directs programs and services, and evaluates results and implements policies, procedures, and action to achieve program goals.
    • Directs, monitors, and appraises the performance of employees immediately reporting to the position and provides the necessary coordination between activities.
    • Maintains effective industry awareness sufficient to be properly informed and able to converse about pertinent economic, governmental, and community related matters.
    • Responds to inquiries or refers inquiries to the appropriate department or person, and exhibits the necessary follow through with customers and/or staff involved.
    • Provides supervision and support to all areas of the Division where service or assistance is needed; oversees activities of assigned Division personnel.
    • Monitors staff in daily tasks, operations and quality control; ensures the organization of assigned areas of the Divisioin, coordinating available resources (e.g., staff, materials, etc.) for maximum results.
    • Consistently applies superior decision-making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
    • Assumes responsibility for special projects; gathers data and prepares reports for the Board of Directors and other members of Senior Management, audits and other personnel.
    • Plays a positive role in the development and growth of assigned Division staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross-trained staff.
    • Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; and supervises the daily activities of the Division including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
    • Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; and accepts responsibility for own actions.
    • Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; and builds a diverse workforce and supports affirmative action.
    • Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules and regulations; and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
    • Completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the Bank through outside activities.
    • Engages in business development activities through a network of contacts developed; assists members of management in conducting existing or prospective customer calls; communicates the Bank's vision and culture to members of management to instill and motivate assigned goals.
    • Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.
    • Serves on Bank committees as assigned.


    The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

    • Bachelor’s degree from a college or university.
    • Work related experience must consist of management experience in the financial services industry. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related. A professional banking school completion and accreditation and/or advanced education beyond a college degree is preferred, ideally in a financial or business discipline, such as Masters degree or MBA.
    • Mastered experience, knowledge and training in progressively responsible branch or department operations, management and supervisory activities, including experience across several of the key domains (technology, resiliency, operations, project management, risk management, and service delivery).
    • Exemplary people management, relationship building, and diplomacy skills, with demonstrated leadership in managing complex and indirect relationships.
    • Advanced knowledge of general accounting, payroll, budgeting, and related accounting and record keeping systems in a financial institution.
    • Exceptional negotiation and influencing skills with the ability to garner support for business initiatives and strategies across multiple stakeholders with diverse or disparate interests.
    • Mastered knowledge of related state and federal banking compliance regulations, and Bank accounting policies and procedures.
    • Demonstrated success in developing and implementing solutions to advance the effectiveness of a business for its customers and stakeholders.
    • Excellent organizational and time management skills with the ability to provide leadership, supervision and training for employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
    • Advanced knowledge of human resource labor laws and policies.
    • Intermediate skills in computer operations and systems.
    • Competent in Microsoft Office products.
    • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze and interpret documents and professional journals, understand procedures, write reports, correspondence and procedures, speak clearly to customers and employees.
    • Thorough understanding of management procedures; ability to plan Division activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish Division activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
    • Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
    • Ability to work with no supervision while performing duties.

    We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  


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