Job DescriptionThe Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments.
CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery.
To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.
Role SummaryThe
Operations Manager - Business Banking Servicing is responsible for leading operations supporting small business and business banking client servicing, delivering high-quality, relationship-driven customer experiences.
This role provides both
strategic and day-to-day leadership across contact center and/or operational functions, ensuring performance, service excellence, compliance, and scalability. The incumbent leads teams, optimizes processes, and partners across product, risk, and operational teams to deliver consistent, end-to-end outcomes for business banking clients.
Aligned to the broader CBWS transformation, this role supports the transition from
generalized servicing to specialized, high-touch business client support, improving client outcomes and operational efficiency.
Key ResponsibilitiesOperational Leadership & Service Delivery- Lead business banking servicing operations across assigned functions, teams, or regions
- Deliver consistent service levels, quality outcomes, and client experience for small business and commercial clients
- Manage workload, staffing, and operational execution to meet performance targets
- Ensure service continuity and effectiveness during periods of change or growth
Client Experience & Relationship Management- Support relationship-based servicing models, ensuring high-touch support for complex business client needs
- Own customer satisfaction, issue resolution, and service recovery across business banking interactions
- Balance specialized client needs with operational efficiency and scalability
Performance Management & Continuous Improvement- Monitor and analyze performance across service, quality, productivity, and risk metrics
- Identify trends and drive improvements in processes, workflows, and servicing models
- Lead initiatives to enhance efficiency, reduce friction, and improve end-to-end client outcomes
- Communicate performance insights and recommendations to senior leadership
Risk, Compliance & Controls- Ensure adherence to regulatory requirements, corporate policies, and risk frameworks across business banking operations
- Maintain strong controls and governance across servicing processes
- Partner with risk, compliance, and audit teams to manage issues and ensure remediation
Financial & Resource Management- Manage budgets, forecasts, and capacity planning aligned to demand and business priorities
- Optimize cost-to-serve while maintaining service quality and client experience
- Align resources and workforce strategy to evolving servicing needs
Talent & Leadership- Lead and develop a multi-layer organization, including leaders and frontline teams
- Establish clear expectations, performance management routines, and accountability standards
- Drive employee engagement, development, and succession planning
- Build leadership capability to support long-term business needs
Cross-Functional Partnership- Partner with product, technology, servicing, and risk teams to deliver integrated business banking solutions
- Support implementation of servicing model changes, platform enhancements, and transformation initiatives
- Collaborate across functions to deliver seamless, end-to-end client experiences
Scope & Impact- Leads a function or segment of business banking servicing with regional or enterprise impact
- Contributes to operational strategy, servicing model evolution, and transformation priorities
- Decisions impact client experience, service delivery, operational efficiency, and risk outcomes
- May lead large-scale initiatives or support enterprise-level change efforts
QualificationsRequired- Experience in business banking, commercial servicing, or contact center operations
- Demonstrated leadership experience managing teams in operations or servicing environments
- Strong understanding of business banking products, client needs, and servicing processes
- Experience managing performance, operational metrics, and process improvement
- Knowledge of risk, regulatory, and compliance requirements
Preferred- Bachelor's degree or equivalent experience
- Experience leading large or multi-layer teams
- Exposure to contact center transformation, CRM/platform enhancements, or digital servicing models
- Strong analytical and financial management skills
Leadership Profile- Operates as a business leader, not just an operations supervisor
- Balances client experience, operational excellence, and financial discipline
- Demonstrates cross-functional influence and enterprise thinking
- Leads effectively through change, complexity, and transformation at scale
Location expectations This role requires working from a U.S. Bank location three (3) or more days per week.
Benefits:Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
Review our full benefits available by employment status here.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $133,365.00 - $156,900.00
