Head of Treasury Management Operations

Summary – The Head of Treasury Management Operations is responsible for overseeing the end-to-end client experience and operational delivery across Onboarding, Product Implementations, and Client Service & Delivery. This executive leads the strategic direction and daily performance of all non-transactional Treasury Support functions, ensuring seamless client activation, exceptional service, strong control governance, and operational scalability.

The role partners with Treasury Product, Technology Risk, and Relationship Management teams to enable growth, streamline operations, and align execution with enterprise risk appetite and transformation objectives.

Core Responsibilities

Client Onboarding & Implementation

• Lead the full lifecycle of Treasury client onboarding, from client documentation and product setup through successful activation.

• Oversee the Treasury Implementation Office responsible for product installations (ACH, wires, RDC, lockbox, APIs, liquidity management, etc.).

• Partner with Product and Sales to define onboarding requirements, readiness milestones, and implementation playbooks.

• Drive measurable improvement in onboarding cycle time, client satisfaction, and time-to-revenue metrics.

• Establish standardized onboarding checklists, SLA dashboards, and readiness reviews across product lines.

Client Service & Delivery

• Lead Treasury Client Service teams responsible for managing day-to-day inquiries, investigations, and escalations from commercial, private wealth, and institutional clients.

• Ensure a consistent service model across all channels – phone, email, portal, and relationship manager support.

• Drive improvements in client responsiveness, root cause resolution, and service quality.

• Develop and track service-level agreements (SLAs), call center metrics, and client satisfaction (CSAT/NPS).

• Embed a “service of excellence” culture, balancing efficiency, empathy, and control discipline.

Operational Readiness & Product Enablement

• Partner with Product Management and Technology to ensure operational readiness for new Treasury product launches, system enhancements, and migrations.

• Define and manage operational acceptance criteria, control checklists, and rollout plans for all Treasury products.

• Coordinate enterprise initiatives such as digital onboarding, API enablement, and client self-service enhancements.

• Establish a structured change management framework ensuring readiness, communication, and training for al impacted teams.

Governance, Risk & Control

• Serve as 1LOD control owner for all Treasury Management onboarding and service functions.

• Ensure alignment with RCSA, SOX, NACHA, OFAC, Reg E and internal risk policies.

• Oversee risk and control testing, issue management, and regulatory response coordination.

• Monitor KRIs and KPIs across onboarding and servicing, escalating emerging risks promptly.

• Partner with the Business Control Office and Operational Risk teams to strengthen control maturity and audit readiness.

Transformation & Continuous Improvement

• Drive end-to-end process simplification, automation, and digitization across onboarding and client servicing functions.

• Lead implementation of workflow management tolls, CRM integration, and digital dashboards for operational visibility.

• Identify cost-to-serve opportunities and operational efficiencies aligned with enterprise productivity targets.

• Sponsor strategic initiatives such as client onboarding modernization, digital channel enablement, and AI-powered client inquiry management.

Leadership & Culture

• Lead and develop a high performing, multi-site team (about 80-100 team members) across onboarding, implementation, and service functions.

• Build a culture of accountability, transparency, and continuous learning.

• Develop succession pipelines, leadership readiness programs, and training curricula for Treasury Operations.

• Partner with HR to establish role clarity, performance scorecards, and incentive structures tied to service quality and control metrics.

Qualifications

• Bachelor’s degree in finance, Business Administration, or related field; MBA or PMP preferred; or like experience.

• 12-18 years of progressive experience in Treasury Management, Payments, or Client Operations.

• Deep understanding of Treasury products, onboarding processes, and client service models.

• Strong knowledge of applicable banking regulations (NACHA, OFAC, Reg E, UCC4A) and operational risk frameworks.

• Proven track record leading large-scale teams, implementing enterprise change, and improving client experience outcomes.

• Exceptional relationship management and communication skills with internal stakeholders and external clients.

Help us build a better TCB. 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.