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
The 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 Summary
The 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 Responsibilities
Operational 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
Qualifications
Required
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.
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: $133,365.00 - $156,900.00
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.
