Senior Contact Center Leader - (Solutions and PAs)

The Solutions & Social Media Operations Manager is a senior leader responsible for defining and executing the multi-channel servicing strategy across Solutions and Social platforms within CBWS. This role drives transformation of the contact center operating model to deliver differentiated, relationship-based client experiences across consumer, small business, partner card, and wealth segments.

This leader operates with department level scope and influence, shaping servicing strategy, digital channel evolution, and escalation governance while ensuring seamless integration across voice and digital channels. The role is accountable for end-to-end client experience, operational performance, risk management, and innovation, with decisions that materially impact client outcomes, cost structure, regulatory posture, and brand reputation.

Key Responsibilities

1. Department Strategy & Multi-Channel Leadership

• Lead the servicing strategy for Solutions and Social channels aligned to CBWS transformation priorities
• Translate enterprise objectives into scalable operating models, capability roadmaps, and service design standards
• Drive end-to-end channel integration (voice, asynchronous messaging, social) to enable seamless, low-friction client journeys
• Serve as a partner to Product, Digital, Fraud, Compliance, and Vendor organizations to deliver holistic servicing solutions
• Establish and sustain a cohesive leadership model across newly consolidated operations

2. Solutions & Enterprise Escalation Governance

• Lead CBWS Solutions and escalation strategy
• Establish governance frameworks for:
  • End-to-end case ownership and resolution standards
  • Regulatory response management and escalation rigor
  • Root cause identification and systemic remediation
  • Executive-level stakeholder communication (Risk, Compliance, Legal, Business Lines)
• Ensure consistent, compliant execution of complex case resolution with significant reputational and regulatory implications
• Influence upstream process, product, and policy changes based on systemic issue insights

3. Digital Channel Strategy & Performance Social)

• Own enterprise performance and evolution of real-time and asynchronous digital channels
• Define and drive KPIs across:
  • Client experience (CSAT, sentiment, first contact resolution)
  • Operational efficiency (concurrency, containment, productivity)
  • Risk and compliance adherence (particularly in public/social channels)
• Lead transition to AI-enabled servicing models (bot + human), including:
  • Bot strategy, supervision, and escalation design
  • Optimization of agent concurrency and digital servicing effectiveness
  • Establishment of brand voice, tone, and empathy standards in digital engagement

4. Operational Excellence & Transformation Delivery

• Lead large-scale, multi-functional operations with enterprise and cross-line-of-business impact
• Develop and execute long-range operational and transformation plans aligned to CBWS strategy
• Drive continuous improvement in service delivery, efficiency, quality, and client experience
• Oversee implementation of production and servicing model changes with minimal disruption
• Ensure consistent execution of operational standards across regions and functional segments

5. Financial, Risk & Performance Accountability

• Establish performance management frameworks aligned to enterprise targets and business outcomes
• Ensure adherence to all regulatory, compliance, and risk management standards
• Proactively identify and mitigate risks with significant financial, reputational, or operational impact

6. Talent & Leadership

• Build and lead high-performing, multi-level leadership teams across Solutions and Digital operations
• Establish a strong culture of accountability, coaching, and continuous devel