Director, Enterprise Payments Command Center

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office located in Charlotte, NC, Raleigh, NC or Phoenix, AZ.

The Director, Enterprise Payments Command Center drives strategy and innovation while leading a team within Enterprise Operations. Enterprise Payments Command Center plays a pivotal role in proactively identifying and resolving payment-related issues before customer impact occurs. The leader reduces operational, financial, regulatory, and reputational risk by coordinating enterprise-wide response and mitigation efforts, and by driving visibility across our payments ecosystem. This position also:

• Establishes centralized oversight and governance in close partnership with Enterprise Incident Management, the Global IT Command Center, the Resiliency Office, and key Technology, Operations, and Product teams.
• Improves end-to-end customer experience by minimizing friction and enhancing reliability across payment channels.
• Enables faster, data-informed decisions through centralized monitoring and actionable insights.
• Drives strategic direction and improvement of processes or policies that enhance operational efficiencies and effectiveness.
• Oversees the Payments Health Task Force and provides reporting and trends to the Enterprise Payments Risk Council.
• Leads a small but high-impact team with extended support in our India operations.

• Operations Oversight - Daily oversight of payment health and incident response coordination. Reviews operational processes for opportunities of improvement and makes appropriate changes. Addresses escalated operational or service issues, communicating with all involved parties for resolution. Implements and manages projects that support business and departmental goals.
• Compliance - Real-time health monitoring across all payment ecosystems. Ensures all operational policies and procedures are regularly reviewed and updated. Ensures compliance with all policies, processes, and internal controls. Manages an operational risk framework within Bank activities. Facilitates internal and external audits of operations.
• Collaboration - Works closely with department leadership and other business units to support business strategy and ensure goals are achieved. Directs change across the department. Regularly presents to varying audiences on critical issues and solutions.
• Managerial Functions - Establishes and monitors expectations to achieve team goals. Makes appropriate changes to operations policies, procedures, and internal controls in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development.

Bachelor's Degree and 8 years of experience in Operations & Leadership OR High School Diploma or GED and 12 years of experience in Operations & Leadership

Preferred Areas of Experience:

• 8+ years of experience in Payment Operations within a large financial institution.
• Command Center experience within a large financial institution.
• Leadership experience within banking.
• Proven ability to design, implement and fully execute strategies.
• Proven ability to lead by influence.
• Ability to build relationships across all levels of the organization.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.