Head of Delivery

Responsible for leading the Payments Delivery Department which includes overall implementation and winddown vision and processes, strategic initiative execution, productivity and performance and department goals, benchmarks, metrics and evolution. Charged with building a Process Improvement Program within the Payments Department with potential for future organizational expansion. Ensuring the Bank remains competitive in the Payments industry in terms of Delivery with agile and efficient processes while remaining responsibly compliant in a regulatory driven environment.

• Leads the overall vision and strategy of the Delivery Department which manages and executes payments implementation, winddown/transition, and process improvement projects, to include but not be limited to, governance and controls, project management standards and execution frameworks.
• Manages the Delivery Managers who directly manage the Delivery Specialists who execute the Implementation and Winddown project plans.
• Establishes, manages, analyzes, and reports to VP Payments Operations KRI and KPI metrics, project status metrics, operational risks, trends, opportunities, etc. throughout the Delivery functional areas. Provides leadership and recommendations for strategy, road map and resource planning.
• Develops and matures project portfolio reporting and executive-level dashboards for delivery activity, risks, and outcomes.
• Coordinates and executes annual on-site working sessions for responsible areas.
• Responds and engages as necessary to applicable audit, exam and regulatory requests.
• Leads continuous improvement initiatives across the Payments department. Evaluates and optimizes operational processes to improve efficiency, quality, scalability, and risk management.
• Establishes and maintains process standards and documentation.
• Partners with cross-functional stakeholders to implement sustainable process enhancements and support organizational change
• Leads, coaches, and develops managers and team members across responsible areas.
• Fosters a high-performing department focused on accountability, collaboration, innovation, and customer service. Drives talent development, succession planning, and employee engagement within responsible areas.
• Works with HR to initiate corrective action and/or development plans, evaluate performance and develop staff members.

• The ability to communicate effectively and clearly, both in verbal and written communications.
• Excellent interpersonal skills.
• Strong knowledge of the business area that is being supported.
• Self-directed and motivated.
• The ability to manage multiple tasks.
• Excellent problem-solving skills.
• Superior analytical skills.
• Ability to respond to common inquiries or complaints from employees, customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to top management and employee groups.
• Ability to write training documents, policies, procedures and correspondence.
• Ability to comprehend government instructions, develop programs and train personnel.
• Demonstrated operational excellence.
• Demonstrated success leading large-scale implementations, conversions, onboarding programs, or operational transformation initiatives.
• Experience in managing cross-functional teams and complex stakeholder environments.
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and executive presentation skills.
• Proven ability to drive organizational change and process improvement.

Sutton Bank is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, pregnancy, disability or protected veteran status.