Head of General Servicing and Vendor Oversight

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.

Role Summary
The Head of General Servicing & Vendor Management provides leadership for specialized and horizontally integrated servicing functions that enable front-line contact center delivery. This role is accountable for performance optimization for vendor supported operations, multichannel servicing, and performance enablement teams that collectively support scale, flexibility, and consistent service outcomes across the Consumer, Business and Wealth Servicing contact center. 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. This role is best suited for leaders with strong experience managing complexity across vendors, channels, and specialized servicing environments.

Requirements

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

Nice To Haves

• Stakeholder partnership and influence across internal and external partners
• Vendor performance management and optimization
• Operating across multiple servicing models or geographies
• Senior contact center leadership experience in a financial services environment
• Leadership of large-scale CRM or platform alignment initiatives
• Automation enabled servicing environments
• Multichannel contact center leadership

Responsibilities

• Lead specialized and shared servicing functions, including vendor supported operations, chat and digital servicing, escalations, and performance enablement teams.
• Own vendor performance, accountability, and optimization, ensuring service quality, scalability, and cost discipline.
• Provide leadership across multichannel contact center environments, including voice and non‑voice service models across multiple geographies.
• Drive platform alignment, automation, and process consistency across specialized servicing functions.
• Ensure strong escalation management frameworks and end-to-end issue resolution.
• Partner with front-line servicing leaders to enable high-quality customer experiences.

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