SVP, Head of Payment Operations

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Work Location: Hybrid in NYC, Malvern or West Reading, PA, coming into the office at least 3-days per week with Monday, Tuesday, and Thursday being the set in-office days. All subject to change.

Salary range: An annual salary range of $150,000 - $180,000 is what we expect to pay for this position, based on overall skills and experience.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

What You’ll Do:

The SVP, Head of Payment Operations will oversee and lead the Payment Operations department, ensuring the effective and secure processing of electronic payments, compliance with regulatory standards, and continual process improvements. This role will drive operational excellence and strategic planning within the department, while collaborating with cross-functional teams to deliver seamless payment services.

Key Responsibilities:

• Lead the Payment Operations function, ensuring the accurate and timely processing of all payment types, including ACH, Wire, RTP, FedNow, and Digital Payments.
• Oversee daily operations, manage workflows, and ensure systems are efficient and compliant with all relevant regulations.
• Develop and implement strategies to enhance operational efficiency, minimize manual touchpoints, and improve straight-through processing.
• Establish robust risk management processes to mitigate operational and regulatory risks and ensure payment security.
• Collaborate closely with other departments such as Product, Technology, Sales, and Customer Service to deliver seamless payment experiences.
• Manage the performance and development of the Payment Operations team.
• Ensure compliance with industry regulations, including those from NACHA, The Clearing House, Federal Reserve, and others.
• Maintain strong relationships with third-party vendors.
• Provide regular updates to senior management on operational performance, risks, and strategic initiatives.
• Drive solutions by staying updated on industry trends, regulatory changes, and advancements in payment technology.
• Collaborate on budgeting and resource planning, ensuring the department is properly resourced to meet its objectives.

What Do You Need?

• 8+ years of experience in payment processing operations.
• 3+ years in a senior leadership role managing payment operations teams.
• Proven track record of operational management in a fast-paced environment.
• Expertise in payment processing systems (ACH, Wire, RTP, FedNow) and familiarity with payment-related fraud prevention.
• Bachelor’s degree in Finance, Business Administration, or a related field. MBA preferred.
• Professional certifications such as Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP) are highly valued.
• Strong communication and interpersonal skills, with the ability to influence stakeholders and drive collaboration.
• Excellent problem-solving and analytical skills, with a commitment to accuracy and attention to detail.
• Proficient in Microsoft Office Suite and relevant payment processing systems and software.
• A strategic thinker with a risk-oriented mindset and a proven ability to improve processes while maintaining strong controls.

Technology Skills:

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank’s applications

This role is ideal for a seasoned payment operations leader who is passionate about driving operational improvements, developing high-performing teams, and ensuring regulatory

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. 

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.