Chief Administrative Officer - CBWS

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 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 integrated, 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 Chief Administrative Officer (CAO) serves as the central execution leader for the CBWS organization, translating strategy into coordinated, enterprise-wide delivery. This role drives the operating rhythm, integrates work across leaders, and ensures all transformation initiatives progress with clarity, accountability, and speed.

The CAO acts as the enterprise integrator—aligning priorities, removing roadblocks, and ensuring leadership focus remains on the highest-impact decisions and outcomes.

Key Responsibilities

1. Executive Operating Leadership

• Lead the executive operating cadence (weekly/monthly/quarterly), including agendas, decisions, action tracking, and escalation paths to keep work moving
• Drive decision clarity and closure by structuring trade-offs, aligning stakeholders, and ensuring documented follow-through
• Represent the CAO in key forums, ensuring intent is clearly communicated and commitments are defined and owned
• Synthesize complex inputs into clear, executive-ready updates: progress, risks, decisions needed, and recommended actions

The CAO serves as the integrator between strategy and execution—ensuring leadership time is focused on the highest-value decisions and that the organization executes with discipline.

2. Business Operations & Execution Enablement

• Lead and streamline core operating processes (planning cycles, performance routines, process improvements) that enable execution
• Coordinate across finance, HR, technology, and risk/compliance to ensure alignment and manage dependencies
• Support resource planning and operational readiness, including capacity considerations, critical path tracking, and partner coordination
• Embed governance and execution standards into operating rhythms, artifacts, and decision processes

The CAO increases leadership effectiveness by building the operational infrastructure—simple, scalable systems that enable consistent execution and decision-making.

3. Strategy Narrative & Executive Communications

• Own the enterprise narrative, ensuring a clear strategic storyline and consistent messaging across leadership, employees, and partners
• Develop high-impact executive communications (e.g., board materials, leadership updates, town halls)
• Create compelling presentations that translate strategy and performance into clear, insight-driven messaging
• Distill complex data (KPIs, financials, transformation progress) into actionable and understandable insights

The CAO owns “story and substance”—translating strategy into clear, compelling communication that aligns stakeholders and drives action.

4. Stakeholder Alignment & Enterprise Coordination

• Align cross-functional leaders around shared priorities, ownership, and sequencing—especially where priorities compete
• Manage high-visibility and sensitive issues with sound judgment and discretion
• Establish “single-threaded” clarity across initiatives—one plan, one set of prio