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
- Calm, structured, and disciplined leader
- Comfortable digesting complex opportunities and providing clear recommendations
- Growth-oriented mindset
- High accountability and low ego
- Ability to build scalable infrastructure without slowing momentum
