Job DescriptionThe Head of Strategic and Engagement Services is responsible for driving stakeholder engagement, service excellence, workforce engagement, and business support services across the organization. This role serves as a strategic partner to business leaders, ensuring effective coordination, communication, governance, and operational execution that support business objectives and enhance the overall stakeholder experience.
Key Responsibilities• Lead stakeholder engagement strategies and serve as a primary point of coordination between Operations and business partners to ensure alignment on priorities, service expectations, and strategic initiatives
• Support 40+ business lines through middle office coordination, processing oversight, workflow management, issue resolution, and day-to-day business partnership activities
• Drive governance, communication, service review, and feedback processes to improve transparency, responsiveness, and stakeholder satisfaction
• Develop and execute engagement, communication, and culture initiatives that strengthen organizational effectiveness and workforce engagement
• Oversee administrative and business support services, establishing service standards, operating procedures, resource management practices, and performance expectations
• Drive operational excellence through process improvement, workflow optimization, standardization, and continuous improvement initiatives
• Develop performance metrics, reporting, and service measurements to identify opportunities for increased efficiency, effectiveness, and stakeholder satisfaction
• Lead strategic initiatives and organizational change efforts that improve service delivery, engagement outcomes, and business performance
• Partner across Operations, Technology, Product, Risk, Finance, and Business Line functions to ensure seamless execution of priorities and resolution of business challenges
• Ensure adherence to governance, compliance, risk management, and control requirements while maintaining a strong focus on service quality and operational effectiveness
Education- Bachelor's degree in Business Administration, Finance, Operations Management, Organizational Leadership, Communications, or a related field
- Master's degree preferred
Professional Experience- 15+ years of progressive leadership experience within financial services, banking, operations, client services, consulting, or a related industry
- 10+ years leading large, complex organizations and cross-functional teams
- Proven experience managing stakeholder relationships, service delivery models, operational support functions, and business engagement activities
- Demonstrated success leading strategic initiatives, organizational transformation, and process improvement programs
- Experience supporting complex operational environments with multiple business partners and stakeholders
Leadership Qualifications- Strong leadership, relationship management, and influencing skills
- Ability to build trusted partnerships across all levels of the organization
- Exceptional strategic thinking, problem-solving, and decision-making capabilities
- Demonstrated ability to lead through complexity, ambiguity, and organizational change
- Excellent communication, stakeholder management, and organizational effectiveness skills
- Strong understanding of client service, middle office operations, workflow management, service delivery, governance, and operational excellence
Location Requirements 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
