At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at-all from Day One.
Job Description
About Consumer, Business, and Wealth Servicing (CBWS) Contact Center Transformation
The Consumer, Business and Wealth Servicing (CBWS) contact center at U.S. Bank is a consolidated client service organization designed to provide multi-channel, inbound and outbound servicing across consumer, small business, partner card, and wealth clients.
CBWS is evolving its contact center model to deliver a more differentiated, relationship-focused servicing experience. As part of this evolution, the organization is consolidating multiple operations into five distinct focus areas designed to provide specialized, high-touch support for complex and high-value client interactions.
To support this evolution, CBWS is hiring multiple senior leaders simultaneously to establish a cohesive leadership framework capable of delivering consistent, best-in-class client outcomes.
Role Summary
The Head of Co-Brand and Business Banking Servicing provides enterprise leadership for a large, complex portfolio of contact center services supporting co-brand partners and business banking clients within the Consumer Business and Wealth Servicing operating model. This role is accountable for high-touch, relationship-driven servicing environments that support a broad and diverse portfolio of co-branded card programs and business banking services.
The role leads a large, multi-layer organization and plays a key leadership role in service model evolution , ensuring service continuity, strong client relationships, and consistent outcomes during periods of operational and organizational change.
Key Responsibilities
Provide enterprise leadership for contact center operations supporting co-brand partners and business banking clients, ensuring consistent, high-quality customer experiences.
Own senior-level stakeholder relationships, ensuring servicing commitments are met and relationships remain strong through change and growth.
Lead and execute portfolio transitions and servicing model changes, maintaining service continuity and customer satisfaction.
Drive contact center transformation aligned to enterprise strategy and future-state operating models.
Balance specialized, high-touch servicing needs with scalability and efficiency, and operational discipline.
Own customer satisfaction, issue resolution, and relationship health across complex servicing environments.
Partner with peer leaders across servicing, risk, operations, and enabling functions to deliver end-to-end customer outcomes.
Develop and sustain strong leadership capability across Operations Managers, ensuring succession readiness.
Basic Qualifications
12 or more years of banking or other relevant experience
Management experience
Preferred Skills/Experience
Senior-level experience in stakeholder partnership and influence.
Proven experience driving contact center transformation.
Experience leading and developing people at scale.
Direct experience in contact center operations supporting complex or relationship-based servicing environments.
Senior contact center leadership experience in a financial services environment
Leadership of large-scale transitions or operational change.
Business banking or co-brand program servicing experience.
Design and implementation of tailored servicing solutions within an enterprise environment.
Leadership Success Profile
Success in this role is demonstrated by the ability to:
Sustain strong client relationships through enterprise change.
Lead large, multi-layer teams through complexity and ambiguity.
Deliver consistent, high-quality servicing outcomes at scale.
Location Expectations
This role requires working from a U.S. Bank location three (3) or more days per week.
If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
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 (https://careers.usbank.com/global/en/benefits/us) .
U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .
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: $193,035.00 - $227,100.00
U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
Posting may be closed earlier due to high volume of applicants.
