Wealth Servicing Operations Leader

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 – Wealth Servicing is responsible for leading operations that support high-touch, relationship-driven servicing for wealth clients, delivering a differentiated client experience alongside strong operational performance and risk discipline.

This role provides both strategic and day-to-day leadership across contact center and/or operational functions, ensuring service excellence, compliance, and scalability in a complex, multi-channel environment. The incumbent leads teams, optimizes processes, and partners across the enterprise to deliver consistent, end-to-end outcomes for affluent and wealth clients.

Aligned to the CBWS transformation, this role supports the shift toward specialized, relationship-based servicing models designed to improve client outcomes, retention, and service quality.

Key Responsibilities

Operational Leadership & Service Delivery

• Lead wealth servicing operations across assigned teams, functions, or regions
• Deliver consistent service levels, quality outcomes, and client experience for wealth clients
• Manage workload, staffing, and operational execution to meet performance targets
• Ensure service continuity and operational effectiveness during periods of change or growth

Client Experience & Relationship Management

• Lead high-touch, relationship-driven servicing environments, supporting complex and sensitive client needs
• Own customer satisfaction, issue resolution, and end-to-end case ownership
• Support life-event servicing, retention strategies, and service recovery for high-value clients
• Balance individualized client needs with operational efficiency and consistency

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 client outcomes
• Provide performance insights and recommendations to senior leadership

Risk, Compliance & Controls

• Ensure adherence to all regulatory requirements, corporate policies, and risk frameworks
• Maintain strong controls and governance across wealth 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 business demand
• Optimize cost-to-serve while preserving a premium client experience
• Align resources and workforce strategy to evolving wealth servicing needs

Talent & Leadership

• Lead and develop a multi-layer organization supporting wealth servicing delivery
• Build a culture of accountability, coaching, and continuous development
• Establish clear performance expectations and leadership routines
• Drive engagement, retention, and succession planning

Cross-Functional Partnership

• Partner with wealth product, advisory, operations, and client relationship teams
• Support execution of servicing model changes, platform enhancements, and transformation initiatives
• Colla