Business Banking Operations Leader

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 transfo