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 - Prepaid & Corporate Payment Services (CPS) is responsible for leading end-to-end servicing operations across prepaid and corporate payment products, delivering operational excellence, strong risk management, and a high-quality client experience. This role provides both
strategic and day-to-day leadership across a multi-channel servicing environment, ensuring execution, performance, compliance, and scalability. The incumbent leads teams, optimizes processes, and partners across the enterprise to deliver efficient, compliant, and customer-centric outcomes. Aligned to the broader CBWS transformation, this role plays a key part in evolving servicing from
transaction-based support to a specialized, expertise-driven operating model.
Key ResponsibilitiesOperational Leadership & Execution- Lead and manage prepaid and CPS servicing operations across assigned functions or regions
- Ensure consistent delivery of service levels, quality outcomes, and client experience
- Plan, prioritize, and coordinate operational activities to meet volume, capacity, and performance targets
- Maintain deep knowledge of prepaid and corporate payment products, services, and operational processes
Performance Management & Continuous Improvement- Monitor and analyze operational performance metrics (e.g., service, quality, productivity, risk)
- Identify trends, gaps, and opportunities; implement corrective actions and improvements
- Drive continuous improvement through process optimization, workflow enhancements, and system improvements
- Communicate performance insights and recommendations to senior leadership
Risk, Compliance & Controls- Ensure adherence to all regulatory requirements, corporate policies, and internal controls
- Maintain a strong risk and quality management environment across operations
- Promote awareness and compliance with applicable laws, regulations, and the U.S. Bank Code of Ethics
- Partner with risk, compliance, and audit teams to address issues and strengthen controls
Financial & Resource Management- Develop and manage budgets, forecasts, and resource plans
- Align staffing, capacity, and workload to meet operational demand
- Drive cost discipline while maintaining service quality and operational effectiveness
Talent & Leadership- Lead, coach, and develop a high-performing, multi-level team (leaders, front-line employees)
- Set clear expectations, monitor performance, and build accountability across the organization
- Manage employee lifecycle activities including hiring, development, performance management, and engagement
- Foster an inclusive, high-performance culture focused on results, development, and employee experience
Cross-Functional Partnership- Partner with internal teams (product, technology, risk, servicing, and vendor partners) to resolve issues and drive improvements
- Represent operations in projects, system enhancements, and transformation initiatives
- Collaborate across regions and functions to ensure alignment and seamless service delivery
Scope & Impact- Leads a function, multiple teams, or a major segment of operations with regional or enterprise impact
- Influences operational strategy, process design, and production changes
- Decisions impact service delivery, risk outcomes, client experience, and cost structure
- May lead large-scale initiatives or contribute to enterprise transformation efforts
- Operates with a high degree of autonomy, with decisions subject to senior leadership review
Qualifications Required- Strong knowledge of banking operations, prepaid products, and/or corporate payment services
- Experience leading teams in a contact center or operations environment
- Demonstrated ability to manage performance, processes, and operational metrics
- Knowledge of regulatory, risk, and compliance requirements
- Strong leadership, communication, and problem-solving skills
- Ability to manage multiple priorities in a complex environment
Preferred- Bachelor's degree or equivalent experience
- Experience leading large or multi-layer teams
- Background in payments, card services, or financial operations
Leadership Profile- Operates as a business leader, not just an operations supervisor
- Balances client experience, operational excellence, and financial discipline
- Demonstrates enterprise thinking and cross-functional influence
- Leads effectively through change, ambiguity, 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
Posting may be closed earlier due to high volume of applicants. 
