Head of Cobrand and Business Banking Servicing

U.S. Bank • Cincinnati, OH

1d • Hybrid

About The Position

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 differentiated, 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. The Head of Co‑Brand and Business Banking Servicing provides enterprise leadership for a large, complex portfolio of contact center services supporting co-brand partners and business banking clients within the Consumer Business and Wealth Servicing operating model. This role is accountable for high-touch, relationship-driven servicing environments that support a broad and diverse portfolio of co-branded card programs and business banking services. The role leads a large, multi-layer organization and plays a key leadership role in service model evolution, ensuring service continuity, strong client relationships, and consistent outcomes during periods of operational and organizational change.

Requirements

• 12 or more years of banking or other relevant experience
• Management experience

Nice To Haves

• Senior-level experience in stakeholder partnership and influence.
• Proven experience driving contact center transformation.
• Experience leading and developing people at scale.
• Direct experience in contact center operations supporting complex or relationship-based servicing environments.
• Senior contact center leadership experience in a financial services environment
• Leadership of large-scale transitions or operational change.
• Business banking or co-brand program servicing experience.
• Design and implementation of tailored servicing solutions within an enterprise environment.

Responsibilities

• Provide enterprise leadership for contact center operations supporting co-brand partners and business banking clients, ensuring consistent, high-quality customer experiences.
• Own senior-level stakeholder relationships, ensuring servicing commitments are met and relationships remain strong through change and growth.
• Lead and execute portfolio transitions and servicing model changes, maintaining service continuity and customer satisfaction.
• Drive contact center transformation aligned to enterprise strategy and future-state operating models.
• Balance specialized, high-touch servicing needs with scalability and efficiency, and operational discipline.
• Own customer satisfaction, issue resolution, and relationship health across complex servicing environments.
• Partner with peer leaders across servicing, risk, operations, and enabling functions to deliver end-to-end customer outcomes.
• Develop and sustain strong leadership capability across Operations Managers, ensuring succession readiness.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees