Old National Bank was established in 1834. Today we are the largest financial services holding company headquartered in Indiana. We provide an array of services to our clients which include Retail Banking, Investments, Wealth Management and Insurance. At Old National we believe that by helping our associates balance work life with home life, we create a more productive workforce and a stronger company.
In 2019, Ethisphere Institute announced Old National Bank as one of the Worlds Most Ethical Companies for the eighth consecutive year.
The Chief Client Services Officer leads the implementation and execution of client-centric operational and internal support strategies and objectives across multiple business segments. This role leads, manages, and develops high performing teams in Deposit and Loan Operations, Item Processing, Client Care and the Internal Support Contact Center, Mortgage Servicing, and Community Bank Operations. This position is instrumental in driving operational efficiency and a high service delivery through technology-based solutions, structure, and processes while partnering with IT, business segment executives, product managers, Risk Management and other key business partners to ensure an optimal client experience.
Drive value for the bank by enhancing the client experience through improved service delivery.
Defines and executes strategic operational initiatives across multiple business segments and operational functions to improve service delivery and enhance the client experience and is responsible for the related plans, budgets and forecasts.
Builds and manages a team of people leaders and professionals and directs resources across all units to achieve service and production goals.
Monitors and analyzes production and systems to maintain effectiveness and develops strategies for improvement and ensures that operations are efficient in terms of resources and effective in terms of meeting organizational and regulatory requirements.
Evaluates and monitors operational initiatives from the perspective of the client collaborating with internal business partners and vendors to achieve expected business results.
Provides consultation and advice to internal partners in identifying and influencing strategic operational initiatives that improve the client experience and leads related projects and initiatives.
Maintains knowledge of relevant regulatory environment to ensure compliance across areas of responsibility. Manages risk issues and provides strategies for mitigation to minimize business impact.
Identifies, develops, and recommends improvements to products, processes and service delivery across all channels as appropriate.
Measures and monitors operational performance and drives data-informed operational and process improvements.
Defines, implements, and monitors operational performance measures, including productivity and service quality measurement and utilizes reporting and metrics as tools to drive continuous improvement in operational performance.
Creates enhanced accountable for the client experience and continuous improvement through the standardization of work processes, service level agreements, and ongoing monitoring of performance metrics; utilizes benchmarks and performance measures to ensure performance targets are met.
Drives change and improvement through analysis of performance measurement data, incident analysis and gains buy-in to support change initiative from key stakeholders.
Attracts, develops, engages and retains a strong team of Operations Leaders and team members understanding and leveraging the strengths of each individual while balancing the needs of the company.
Encourages team to collaborate and help one another grow and stretch through peer feedback and coaching and knowledge sharing and fosters an environment of continuous learning and professional growth through the support of stretch assignments, development planning, coaching and mentoring.
Clearly communicates expectations and provides accurate, timely and constructive feedback to improve performance.
Promotes the ONB Way and drives team member engagement
Experience and Qualifications:
Bachelors degree in Business Administration or related field. MBA or advanced studies in Finance/Accounting/Business Management preferred.
15+ years of progressive and proven experience in banking operations.
Highly developed and proven project management, coaching and communication skills
Strong work ethic, work well under pressure and is flexible and empathetic, able to work effectively in a variety of situations
Ability to resolve a magnitude of diverse, complex and ambiguous issues/situations in a creative manner including strong ability to identify complex problems and review related information to develop and evaluate options and implement solutions
Strong presentation skills; both written and verbal
Strong leadership and management ability
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.
As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.
We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Talent Development Team Lead, VP, to fill a specific position.
External Job Title: CHIEF CLIENT SERVICES OFFICER- OPERATIONS
Requisition ID: 2019-5063
Street: 101 N.W. 4th St.
Location/Region: Evansville, IN