Occupancy Planning Operations Manager at JLL managing data governance and operational support. Leading occupancy planning and management services to enhance organizational efficiency.
About the role
- VP Operations responsible for leading Retail Operations at The Bancorp Bank in Wilmington, DE. Ensuring operational excellence and governance within a regulated banking environment.
Responsibilities
- Serves as a senior operational partner to the Director of Retail Operations, ensuring disciplined execution of strategic and operational priorities.
- Establishes and maintains performance management frameworks, including KPIs, service levels, productivity metrics, quality standards, cost management, and fraud trend monitoring.
- Provides accurate, complete, and transparent reporting to executive leadership and Board committees to support governance and performance oversight.
- Develops and oversees annual, quarterly, and monthly operating plans, including performance targets, workforce planning, capacity modeling, and budget alignment in partnership with Finance.
- Monitors operational results and implements corrective actions to address performance gaps and ensure consistent service delivery.
- Identifies and implements operational efficiency improvements, process enhancements, and system changes in coordination with Technology and enterprise partners.
- Ensures regulatory readiness, audit preparedness, and effective first-line-of-defense execution, including coordination of examinations and timely remediation of findings.
- Maintains strong internal control processes aligned with applicable banking regulations (including Reg E, Reg Z, UDAAP, BSA/AML, and related consumer compliance requirements).
- Promotes operational consistency, policy adherence, procedural integrity, and standardized documentation across Retail Operations.
- Ensures operational readiness and impact assessment for new products, system implementations, vendor transitions, and enterprise initiatives.
- Serves as liaison between Retail Operations and cross-functional stakeholders to ensure alignment, issue resolution, and effective change management.
- Fosters a culture of accountability, compliance, continuous improvement, and service excellence across the Retail Operations organization.
- Performs other duties as assigned. No travel required.
Requirements
- Undergraduate degree in business or finance or an equivalent combination of training and experience.
- 8 years of banking operations field experience.
- Background in process improvement, operational reporting, and metric development.
- PMP (Project Management Professional) or other project management certification a plus.
- Strong working knowledge of accounting and reconcilement.
- Strong working knowledge of NACHA (National Automated Clearinghouse Association), Wires, Real Time Payments (RTP) and FedNow Rules and Regulations preferred.
- A self-starter and strategic thinker who exhibits flexibility and willingness to take on new responsibilities and assignments.
- Strong analytical, written/verbal communication, interpersonal, research and problem-solving skills with attention to detail.
- Excellent presentation skills and customer service skills with a high level of customer focus and motivation.
- A team player, able to work effectively in a team fostered, multi-tasking environment.
- Ability to work independently in a team environment.
- Proficient in Microsoft Office suite, e.g., Excel, PowerPoint, Word, Outlook.
- Above average knowledge of RPA (Robotic Process Automation) methodologies and software.
- Reporting software experience, such as Business Object, Tableau, Power BI.
Benefits
- Working at The Bancorp Bank, N.A. and Benefits Information: https://thebancorp.com/company/join-our-team/
- Company Culture at The Bancorp Bank : https://www.thebancorp.com/company/company-culture/
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