The bank for a changing world

We are looking for

Operations Manager - Card Claims

Apply REF: 048451
At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.

Job Description Summary

Manages directly through subordinates, operational activities for a large single functional unit or multiple sections within an assigned group (CBG, NFG, RBG, WMG, Legal & Compliance, Risk Management, Finance & Administration) Responsible for creating and maintaining processes that achieve a high level of operational efficiency while maintaining proper internal controls to meet the changing business needs. Works on moderately complex issues and projects.

Essential Job Functions
  • Lead operations team to execute on operational functions in a well-managed manner balancing customer experience, quality, throughput, cost and risk
  • As Process Owner manage the end to end process of firm-wide claims process inclusive of check adjustments and Reg E related claims
  • Cultivate and develop a high performing team of employees through coaching, mentoring, talent and performance management
  • Manage all risk exposures to an acceptable level of mitigated risk within clearly articulate risk appetite
  • Using data and analytics, drive a transformational strategy for the end to end claims process
  • Applying and teaching others skills, mindset and tools to manage process via lean and six sigma methodologies
  • Champion associate and internal partner engagement by building trusting relationships centered around action orientation and fact based decision making
  • Collaboratively work with partners and peers across the end to end value chain to drive process and technology enhancements
  • Drive process execution to perform within quality assurance standards/measures across customer experience, operations, regulatory and legal requirements
  • Understand which decision making measures matter and then implement the data collection systems and processes to inform those decision making tools
  • Execute processes which are designed to effectively operate within defined and agreed upon process key performance indicators
  • Eliminate non-value added waste within process to drive efficiencies

Required Experience:

  • 5+ years’ experience as the process owner of Reg E claim processing or equivalent process owner within bank operations including chargeback expertise
  • 3+ years’ experience developing six sigma process artifacts


    • Bachelor’s degree [or equivalent] required; MBA or advanced degree preferred

    Additional Skills: 

    • Ability to both define strategic plans to solve business problems as well as execute the implementation of the plan
    • Demonstrated leadership skills that support cultivating of high-performing teams through transformational change
    • Orientation to act and deliver results
    • Impeccable judgement with respect to decision making
    • High degree of self-imposed accountability and ownership for outcomes
    • Leader which demonstrates: vulnerability, transparency, inclusion
    • Ability to work in an agile, rapidly evolving environment with little direction and oversight
    • Strong knowledge of the regulatory oversight of card claim operations and Master Card processing rules
    • Well organized, self-starter and motivator
    Equal Employment Opportunity Policy

    Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

    Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
    Primary Location: United States-Nebraska-OmahaJob Type: Full-timeJob: Operations