Director, Bank Operations

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Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

The Director, Bank Operations is a senior operations leader who partners closely with executive management and has hands-on responsibility for the bank's day-to-day operational functions, including consumer and commercial deposits, loans, payments, cards, and account servicing. The role works closely with the bank's core banking and servicing providers, affiliate support teams, and third-party professionals to ensure the effective execution of critical operational activities and specialized projects.
The Director also serves as the senior manager of the bank's call center function for bank products and is periodically customer-facing in that capacity. This is a highly visible role with significant opportunity for growth into broader operational leadership as the bank continues to expand and scale.

• Manage day-to-day operational execution of the bank's lending and deposit servicing functions, including loan boarding, funding, servicing, payment processing, and exception handling for bank-held products.
• Own operational quality control, process documentation, policies, procedures, desktop guides, and job aids for lending and servicing workflows ensuring alignment with Board-approved policies, applicable consumer protection standards the bank's compliance and document review calendar.
• Serve as the bank's primary operational liaison to the core banking/servicing software provider, affiliate partners, and consultants, coordinating system configuration, issue resolution, releases, user access, and other activities necessary to support effective bank operations.
• Coordinate with affiliate operations partners and other third parties who support bank-related matters, maintaining clear delineation between affiliate and bank-only activity consistent with applicable information-sharing requirements.
• Serve as the senior manager of the bank's call center function supporting bank products.
• Establish, monitor, and report on operational performance metrics, including loan quality, delinquency trends, servicing SLAs, operational KPIs, call center performance, quality assurance results, customer satisfaction measures, and exception trends.
• Identify, prepare and present operational trends to senior management and elevate issues as requested by governance committees.
• Personally handle or directly oversee resolution of escalated, complex, or sensitive customer inquiries and complaints, ensuring fair, timely, and compliant outcomes.
• Review call center scripts, disclosures, and complaint-handling procedures for consistency with consumer protection requirements and bank policy, coordinating with Compliance as needed.
• Partner with senior management and the bank's risk and compliance functions to implement the operational components of Board-approved risk management and compliance programs.
• Support internal and external audit and examination requests related to lending, servicing, and call center operations, including evidence gathering, tracking, and follow-up on corrective…