Sr Client Service Officer

Operational Oversight & Execution

• Lead execution and oversight of complex operational processes and servicing activities.
• Manage high-risk operational issues, escalations, and client impacting events.
• Coordinate operational priorities across teams and functions.
• Monitor operational health, workflow capacity, SLA adherence, and service delivery performance.
• Support operational readiness for new products, and process changes, and regulatory initiatives.
• Act as a senior escalation point for operational incidents and exceptions.

Risk Management & Controls

• Lead execution and enhancement of operational risk and control frameworks.
• Support enterprise governance activities including
  • RCSA execution
  • Control testing coordination
  • Audit and regulatory remediation
  • Operational loss event management
• Identify systemic operational risks and control weaknesses
• Drive sustainable remediation and process standardization efforts
• Partner with compliance, legal, and risk teams on regulatory and operational mattes.

Process Transformation & Continuos Improvement

• Lead operational transformation and modernization initiatives.
• Identify opportunities for:
  • Automation
  • AI enablement
  • Straight-through processing (STP)
  • Workflow redesign
  • Capacity optimization
  • Process simplification

• Facilitate process mapping workshops and future-state operational design.
• Support implementation of operational tooling and workflow technologies.
• Drive continuous improvement initiatives utilizing Lean, Kaisen, or process excellence methodologies.

Operational Analytics & Strategic Support

• Analyze operational metrics, staffing trends, and capacity utilization, and service performance.
• Support business cases and operational planning initiatives.
• Develop executive-level operational reporting and KPI dashboards.
• Perform root cause analysis on operational trends and client impacts.
• Support workforce planning and operational scaling initiatives.

Stakeholder & Business Partnership

• Partner with:
  • Business Leaders
  • Treasury Sales
  • Relationship Managers
  • Product Teams
  • Technology
  • Compliance
  • Risk Management
  • Internal Audit
• Participate in governance forums, steering committees, and operational working groups.
• Support operational execution for strategic initiatives and product rollouts
• Assist with vendor and third party operational coordination where applicable.

Team Leadership & Development

• Provide leadership, mentorship, and coaching to analysts and associates.
• Support management with
  • Performance guidance
  • Training strategy
  • Workforce management
  • Resource planning
  • Operational coverage
• Promote operational excellence and accountability culture.
• Assist with onboarding and development of junior team members.

Typical Functional Areas

• Senior Associates commonly support enterprise or line-of-business operational functions including (but not limited to):
  • Commercial Lending Operations
  • Treasury Management Operations
  • Deposit Operations
  • Client Onboarding & KYC
  • Payment & Cash Operations
  • Fraud & Financial Crimes Operations
  • Wealth / Private Banking Operations
  • Investment Banking Operations
  • Digital Banking Operations
  • Account Maintenance & Servicing
  • Reconciliation & Settlements
  • Loan Servicing & Documentation
  • Enterprise Operations Governance

Qualifications

Education

• Bachelor’s degree in Business, Finance, Accounting, or related field preferred.
• Equivalent operational banking experience may substitute for degree requirements.

Experience

• Typically, 8-12 years of banking or financial services operations experience.
• Strong experience managing complex operational processes, escalations, and risk/control activities.
• Experience leading operational improvement or transformation initiatives preferred.

Required Skills

• Advanced understanding of banking operations and servicing models.
• Operational risk and controls expertise.
• Strong leadership and stakeholder management skills.
• Strategic and analytical thinking capabilities.
• Process improvement and transformation experience.
• Strong communication and executive presentation skills.
• Ability to manage competing priorities in fast-paced environments.
• Strong decision-making and problem solving capabilities.

Preferred Technical Skills

• Experience with operational, workflow, and reporting platforms such as:
  • ServiceNow
  • Salesforce
  • Nintex
  • Archer
  • Verafin
  • Microsoft Suite
  • PowerBI
  • Alloscape
  • ACBS

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.