Operations Manager

Summary – The End-to-End (E2E) Business Process Manager is responsible for designing, governing, and continuously improving critical operational processes across the full lifecycle – from client initiation through fulfillment, servicing, and reporting. This role ensures processes are efficient, controlled, scalable, and aligned to regulatory and risk frameworks.

The Process Manager operates across lines of business (LOBs), partnering with Tech, Risk, and Product teams to drive standardization, transparency, and performance optimization.

Core Responsibilities

                End-to-end Process Ownership

• Own and maintain E2E process maps (L1-L4) across assigned domains (ie onboarding, payments, lending, servicing, etc).
• Ensure clear handoffs across front, middle, and back office.
• Identify and eliminate process fragmentation, redundancies, and inefficiencies.
• Utilize standardized taxonomy and process inventory developed by 2LOD.

Process Design & Optimization

• Lead process re-engineering initiatives to improve cycle time, quality, and scalability
• Drive automation and digitization opportunities in partnership with the Business, Product, and Technology teams.
• Implement Lean / Six Sigma methodologies where applicable.
• Define future-state operating models aligned to business strategy

Risk & Control Integration

• Embed controls within process design (preventative vs detective)
• Partner with 1LOD BCO teams to support:
  • RCSA
  • Issues Mgmt & Remediation tracking
  • Control testing & validation
• Ensure processes meet regulatory and audit requirements.

Performance & Capacity Management

• Define and track KPIs / KRIs (ie cycle time, error rates, throughput, SLA adherence)
• Build and maintain capacity models and workload forecasts
• Identify bottlenecks and throughput constraints
• Support resource allocation and productivity optimization

Governance & Change Management

• Establish process governance routines (forums, reporting, escalation paths)
• Ensure change management discipline:
  • Impact assessments
  • Process updates and documentation
  • Communication to stakeholders
• Maintain alignment between process, procedures, and systems

Stakeholder Management

• Act as a central point of coordination across:
  • Line of Business (LOB) leaders
  • Operations Teams
  • Technology / Product
  • Risk & Compliance
• Translate business needs into process and control requirements
• Influence without authority across matrixed organizations.

Documentation & Standards

• Maintain process documentation repository (flows, procedures, and controls)
• Ensure alignment to enterprise standards and taxonomy
• Support audits, exams, and internal reviews with clear traceability

Qualifications

• Bachelor’s degree or equivalent experience
• 7-12+ years in banking operations, process management, or transformation.
• Strong experience with:
  • Process mapping (L1-L4) minimum
  • Operational risk & controls (RCSA, issues mgmt.)
  • End-to-end lifecycle processes
• Proven ability to lead cross-functional initiatives
• Strong analytical and problem-solving skills.
• Experience working in a regulated environment with defined controls.

Preferred Qualifications

• Experience supporting Commercial or Corporate Banking Clients.
• Experience in one or more domains: Payments, Lending/Loan Operations, Client Onboarding / KYC, Treasury / Commercial Banking Operations
• Certifications:
  • Lean Six Sigma (Green/Black Belt)
  • PMP or equivalent
• Familiarity with tools:
  • Visio, Signavio, or similar
  • Data/BI Tools (Tableau, Power BI)   

Skills & Competencies

• End-to-end thinking – sees across silos and connects workflows.
• Risk & Control Mindset – designs processes with embedded controls
• Data-Driven Decision Making – Uses metrics to drive improvement
• Execution & Accountability – Drives outcomes, not just analysis
• Influences & Leadership – Operates effectively in matrixed environments.

Success Measures

• Reduction in process cycle time and errors
• Improved SLA performance and throughput
• Decrease in operational losses and control gaps
• Increased automation and straight-through processing (STP)
• Improved capacity utilization and cost efficiency

Help us build a better Texas Capital. It all begins with outstanding talent. It all begins with you.

The duties listed above are the essential functions, or fundamental duties within the job classification.  The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer.