Head of General Servicing for Consumer Deposits and Bank Branded Card

U.S. Bank • 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. The Head of Consumer General Servicing provides leadership for U.S. Bank’s core consumer contact center operations supporting high-volume customer interactions. This role is accountable for delivering reliable, consistent, and efficient servicing across core channels while executing future‑state servicing strategies, including universal agent capabilities and platform enabled service delivery. 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 deep experience running large-scale, front-line contact center operations and driving execution at scale.

Requirements

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

Nice To Haves

• Stakeholder partnership and influence
• Driving large-scale contact center transformation
• Leading and developing people at scale
• Senior contact center operations experience in a financial services environment
• Leadership of large-scale CRM or platform initiatives
• Experiencing executing IVR strategy
• Proactive service delivery leadership

Responsibilities

• Lead core general servicing contact center operations supporting high-volume consumer interactions.
• Drive operational excellence, service consistency, and customer satisfaction at scale.
• Execute contact center transformation initiatives , including universal agent strategy and implementing an IVR strategic roadmap
• Partner with technology and enablement teams to support CRM, platform, and IVR enhancements.
• Lead teams through ongoing change while maintaining day-to-day service performance.
• Develop and support Operations Managers responsible for front-line delivery.

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