Head of Elan and Wealth 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 Elan and Wealth Servicing provides leadership for contact center operations supporting Elan and Wealth clients, where high‑touch, relationship‑driven service is critical. This role is accountable for delivering consistent, high‑quality experiences for Wealth clients and Elan cardholders, balancing service excellence, resolution quality, and long‑term relationship outcomes. In addition, this role provides leadership for client retention servicing capabilities that support clients across all contact center teams and owns the execution and growth of a centralized service to sales strategy. This role is best suited for leaders with experience managing premium servicing environments and client retention strategies within complex contact center operations. 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

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

Nice To Haves

• Stakeholder partnership and influence
• Experience driving contact center transformation
• Proven ability to lead and develop people at scale
• Senior contact center leadership experience in a financial services environment
• Leadership in contact center service‑to‑sales strategies
• Leadership in contact center client retention strategies
• Experience navigating resistance or competing stakeholder interests

Responsibilities

• Lead contact center operations supporting Elan servicing and direct Wealth customer servicing, delivering high‑touch, relationship‑driven experiences.
• Own leadership and execution for client retention and life events servicing, providing enterprise‑wide support to customers across all servicing teams and products.
• Oversee Service to Sales strategy and execution, including strong sales and customer service leadership and accountability for incentive plan performance.
• Ensure strong ownership of resolutions and end‑to‑end outcomes, particularly in scenarios requiring empathy, judgment, and service recovery.
• Drive retention strategies across products and customer segments, including life‑event‑driven interactions.
• Navigate resistance or competing priorities while maintaining service quality, customer trust, and operational discipline.
• Partner with Risk, Compliance, and Operations to ensure servicing strategies align with enterprise standards and regulatory expectations.
• Develop and lead Operations Managers responsible for segment‑level execution and performance outcomes.

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