Job Description

Role Description

The SVP of Banking Operations leads the full managed services delivery function at Nymbus, spanning contact center operations, digital banking support, fraud operations, onboarding, and lending support. This leader is accountable for current-state operational excellence that keeps clients and SLAs intact while simultaneously redesigning the operating model from the ground up using AI-first principles, agentic automation, and scalable architecture.

This is a rare role. It sits at the intersection of enterprise-grade operational accountability and a genuine mandate to build something new. The right candidate will not optimize the current model. They will hold it loosely, keep it running, and replace it with something better.

Key Responsibilities

• Operational Leadership
  • Own and oversee end-to-end service delivery across all managed services operational domains, including contact center, digital banking support, fraud operations, onboarding, and lending support.
  • Hold SLA accountability; ensure client commitments are met consistently and predictably across the book of business.
  • Lead and develop two established operational leaders and their teams; set performance expectations and optimize the layer of management beneath them.
  • Serve as the senior escalation point for operational client issues requiring executive-level engagement.
• AI-First Operating Model Design
  • Lead the redesign of the Banking Operations model with agentic AI, automation, and scalability as first principles, not as additions to existing workflows.
  • Partner with product, engineering, and the Applied AI Practice to identify, prioritize, and implement automation opportunities across the service delivery stack.
  • Measure and report on efficiency gains, capacity freed, and quality improvements resulting from AI adoption.
  • Build and maintain a clear view of where human judgment is required and where it is not; design accordingly.
• Revenue and Client Partnership
  • Build and maintain executive-level relationships with key managed services clients, operating as a trusted advisor in a regulated industry context.
  • Partner with sales, partnerships, and client success to support upsells, contract renewals, and new client introductions.
  • Identify and develop new managed services revenue opportunities, including pricing optimization, service packaging, and capability expansion.
  • Represent operations in external client conversations about service evolution, roadmap, and AI-enabled capability development.
  • Ensure clients experience the tangible, visible impact of operational and AI investment in their outcomes.
• Organizational and Talent Development
  • Hire, develop, and retain operational leaders who can execute in a transformation environment while keeping current service commitments intact.
  • Build a team culture of accountability, curiosity, and continuous improvement.
  • Create the internal capability to run today's model while designing and migrating to tomorrow's simultaneously.

Qualifications

• Has led or is deeply experienced with AI and automation adoption in an operational context.
• Understands the constraints of operating in a regulated environment: compliance requirements, audit readiness, and what cannot be automated without oversight.
• Has led a team through a meaningful operational redesign at speed.
• Treats operations as a client relationship and a growth lever, not just a cost center.
• Energized by ambiguity and the absence of a playbook.

Requirements

• Fintech, banking, credit union, or adjacent regulated services experience strongly preferred.
• Comfortable in commercial conversations about pricing, service packaging, and capability expansion.
• Has designed processes, teams, and systems from scratch.

Benefits

• $175,000-200,000 Annual Salary
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Remote
• 401(k) plan
• Insurance - Health, Dental and Vision
• Paid Time Off

Job Tags

Similar Jobs