Senior Contact Center Leader - Prepaid and CPS

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 – 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 Responsibilities

Operational 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 operation