SVP, Head of Operations

New Horizon Bank • Full-time • Richmond, VA, US • 2w ago

SVP, Head of Operations

Reports to: Chief Executive Officer

New Horizon Bank is seeking an experienced and strategic Head of Operations to lead and modernize our client-facing operational and payments infrastructure.

This role is responsible for delivering best-in-class customer experience with speed, accuracy, and confidence, particularly for complex commercial and institutional relationships, while ensuring scalable, disciplined execution across all deposit and payment platforms.

This is a high-impact leadership opportunity within a fast-growing institution building toward the next stage of scale.

Key Responsibilities

Client & Deposit Operations Leadership

Lead Deposit Operations and Treasury Management Operations teams
Deliver white-glove onboarding for complex commercial relationships
Establish and monitor service-level standards
Reduce friction between bankers and operations
Own high-value operational escalations
Develop performance dashboards and operational KPIs

Payments & Infrastructure Oversight

Oversee ACH, wire, Zelle, and Real-Time Payments (Clearing House RTP and FedNow)
Lead implementation and governance of international payment capabilities (including SWIFT and correspondent relationships)
Ensure payment systems operate with speed, strong controls, and fraud discipline
Manage correspondent bank relationships and key payment vendors
Partner with Technology on core system optimization and digital banking enhancements
Lead operational readiness, testing, and rollout planning for new capabilities

Strategic Deposit & Product Enablement

Partner with executive leadership to evaluate complex deposit opportunities
Assess operational scalability and servicing requirements
Design onboarding and servicing models prior to launch
Support rollout of new deposit and savings products
Coordinate closely with Technology and Treasury Management

Trust & Business Line Integration

Support operational integration of Trust division workflows
Align deposit and payment processes with fiduciary requirements
Ensure scalable cross-business servicing models

Risk & Governance

Maintain strong operational controls
Reduce exception volume and processing errors
Own remediation of operational audit findings
Partner closely with Compliance and Risk leadership

Qualifications

10+ years of leadership experience in bank operations, payments, or deposit infrastructure
Deep knowledge of ACH, wires, real-time payments, and correspondent banking
Experience scaling a growing institution preferred
Strong partnership experience with Technology teams and core banking platforms
Executive presence and ability to advise senior leadership
Systems thinker with ability to manage complexity

What We’re Looking For