Nymbus is a cloud-native core banking platform and managed services provider serving community banks and credit unions. We deliver the technology infrastructure, operational services, and digital experience capabilities our clients need to compete and grow. Our managed services model means we are not just a software vendor; we are embedded in the day-to-day operations of our clients' institutions, accountable for outcomes, not just uptime.
Role Purpose
The SVP of Banking Operations leads the full managed services delivery function at Nymbus, spanning contact center operations, digital banking support, fraud operations, onboarding, and lending support. This leader is accountable for current-state operational excellence that keeps clients and SLAs intact while simultaneously redesigning the operating model from the ground up using AI-first principles, agentic automation, and scalable architecture.
This is a rare role. It sits at the intersection of enterprise-grade operational accountability and a genuine mandate to build something new. The right candidate will not optimize the current model. They will hold it loosely, keep it running, and replace it with something better.
Why This Role, Why Now
Nymbus is in active transformation. We are rebuilding how managed services delivers client outcomes with agentic automation and scalable process architecture as the baseline, not as an enhancement layer. The SVP of Banking Operations inherits strong day-to-day leaders and a capable team. The job is to set the strategic direction, remove the ceiling on what that team can accomplish, and build the model that serves our next 100 clients as efficiently as our first.
Banking Operations is also a revenue-generating function. This leader will work alongside sales, partnerships, and product to identify expansion opportunities within the managed services book, support client retention and upsell conversations, and build the commercial case for new service capabilities as the operating model matures.
Key Responsibilities
Operational Leadership
- Own and oversee end-to-end service delivery across all managed services operational domains, including contact center, digital banking support, fraud operations, onboarding, and lending support
- Hold SLA accountability; ensure client commitments are met consistently and predictably across the book of business
- Lead and develop two established operational leaders and their teams; set performance expectations and optimize the layer of management beneath them
- Serve as the senior escalation point for operational client issues requiring executive-level engagement
- Lead the redesign of the Banking Operations model with agentic AI, automation, and scalability as first principles, not as additions to existing workflows
- Partner with product, engineering, and the Applied AI Practice to identify, prioritize, and implement automation opportunities across the service delivery stack
- Measure and report on efficiency gains, capacity freed, and quality improvements resulting from AI adoption
- Build and maintain a clear view of where human judgment is required and where it is not; design accordingly
- Build and maintain executive-level relationships with key managed services clients, operating as a trusted advisor in a regulated industry context
- Partner with sales, partnerships, and client success to support upsells, contract renewals, and new client introductions
- Identify and develop new managed services revenue opportunities, including pricing optimization, service packaging, and capability expansion
- Represent operations in external client conversations about service evolution, roadmap, and AI-enabled capability development
- Ensure clients experience the tangible, visible impact of operational and AI investment in their outcomes
- Hire, develop, and retain operational leaders who can execute in a transformation environment while keeping current service commitments intact
- Build a team culture of accountability, curiosity, and continuous improvement
- Create the internal capability to run today's model while designing and migrating to tomorrow's simultaneously
We are not looking for a great operations manager in the traditional sense. We are looking for a builder who happens to be an excellent operator. The right person for this role sees AI not as a tool on top of operations but as the operating model itself.
AI-First Mindset
Has led or is deeply experienced with AI and automation adoption in an operational context. Does not treat AI as an enhancement layer. Knows how to design processes from scratch with agentic AI built in. Has an informed view of where automation creates risk in a regulated environment and how to manage it.
Regulated Industry Experience
Understands the constraints of operating in a regulated environment: compliance requirements, audit readiness, and what cannot be automated without oversight. Fintech, banking, credit union, or adjacent regulated services experience strongly preferred. Does not need to be a compliance expert; needs to know where the lines are.
Transformation Leadership
Has led a team through a meaningful operational redesign at speed. Has managed the complexity of maintaining current client commitments while building toward a fundamentally different model. Has made hard calls about what to automate, what to sunset, and what to protect.
Commercial and Client Orientation
Treats operations as a client relationship and a growth lever, not just a cost center. Has experience in client-facing operational roles or in environments where service delivery is the product. Comfortable in commercial conversations about pricing, service packaging, and capability expansion.
Builder Mentality
Energized by ambiguity and the absence of a playbook. Not looking to manage a stable operation; looking to transform one. Has designed processes, teams, and systems from scratch. Is not waiting for perfect information to move.
SALARY & BENEFITS:
$175,000-200,000 Annual Salary
Annual Cash Bonus and Equity Options commensurate with the role level and experience
100% Remote
401(k) plan
Insurance - Health, Dental and Vision
Paid Time Off
Ready to join? We invite you to watch this video and learn who we are and how we build and innovates together!
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