Head of Elan and Wealth Servicing

U.S. Bank National Association • Saint Paul, MN

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.

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: 501-1,000 employees