Operations Group Manager - Payments

U.S. Bank•Cincinnati, OH

1d•$164,390 - $193,400•Hybrid

About The Position

The Operations Group Manager, Payments Operations is a senior executive leadership role responsible for defining and executing the strategic direction and operational transformation of a large-scale payments organization. The role establishes an integrated, end-to-end operating model to deliver a consistent client and partner experience, strengthen operational performance and controls, and support continued growth and innovation. The leader directs enterprise-wide strategies spanning payment operations, service delivery, investigations, digital adoption, technology resiliency, automation, data, and payment rail integration. Working across business, operations, technology, product, risk, and other partner organizations, the Operations Group Manager translates payments strategy into measurable outcomes; establishes governance and accountability; modernizes processes; leverages AI and automation; and builds infrastructure for an increasingly complex, digital, and real-time payments environment. The position requires working from a U.S. Bank location three or more days per week. The posted pay range is $164,390–$193,400, with the actual range potentially varying by location. U.S. Bank offers a comprehensive benefits package, subject to eligibility requirements.

Requirements

Bachelor's degree or an equivalent combination of education and relevant professional experience.
At least 10 years of progressively responsible experience in banking, financial services, payments, operations, technology, or a related discipline.
Significant senior leadership experience managing large, complex operational organizations.
Demonstrated experience developing and executing enterprise or business-line strategies and large-scale transformation initiatives.
Experience leading through senior managers and influencing across multiple organizations and executive stakeholder groups.

Nice To Haves

Advanced degree such as an MBA or other relevant graduate degree.
Extensive knowledge of payments, treasury management, transaction banking, or large-scale financial services operations.
Strong understanding of the end-to-end payments lifecycle, including processing, servicing, investigations, exception management, and operational controls.
Experience developing strategies across multiple payment rails and operating environments.
Demonstrated success designing and implementing large-scale operating model transformations.
Experience applying AI, intelligent automation, workflow technology, and data analytics to operational processes.
Experience with workflow and service-management platforms such as ServiceNow.
Strong understanding of technology resiliency, business continuity, operational risk, regulatory requirements, and controls within a large financial institution.
Ability to translate strategic objectives into operating plans, performance measures, governance structures, and measurable outcomes.
Exceptional executive communication and presentation skills, including influencing senior leaders and building consensus across matrixed organizations.
Strong analytical, decision-making, and problem-solving capabilities.
Ability to lead complex change while balancing client experience, growth, efficiency, risk, controls, and operational resiliency.
Track record of building and developing high-performing executive and senior-leadership teams.

Responsibilities

Define and execute a multi-year Payments Operations strategy aligned with business, client, technology, and risk priorities.
Build a connected end-to-end payments ecosystem and integrated operating model across products, rails, processes, service delivery, technology, data, controls, and client experience.
Assess the current operating environment and simplify processes, reduce fragmentation and manual work, and improve scalability.
Establish performance measures, governance, executive reporting, and accountability for operational effectiveness and strategic progress.
Lead organizational and operational change while maintaining execution and service continuity.
Drive a consistent end-to-end client and partner experience; identify lifecycle friction and improve responsiveness, transparency, and resolution times.
Partner with product, sales, relationship management, technology, risk, and operations teams to align operating models with client and business needs, and champion digital adoption.
Design and strengthen enterprise escalation management, including governance, ownership, transparency, Level 2 and Level 3 protocols, root-cause analysis, closure, and performance measurement.
Advance workflow platforms such as ServiceNow to support escalation management, automation, visibility, analytics, and reporting.
Develop an operations technology strategy and advance AI and automation, including capabilities such as SkanAI, to improve efficiency, accuracy, scalability, and service delivery.
Identify manual processes for automation, partner with technology leaders on priorities and investments, drive digital tool adoption, and strengthen technology resiliency and operational readiness.
Develop an operating strategy for integration and consistency across payment rails; support readiness for new capabilities and standardize processes, controls, data, servicing, and investigations where appropriate.
Drive use of the Payments Data Mart and operational data to improve decisions, client service, capacity planning, risk management, and performance measurement.
Improve data coordination and develop executive-level measures and insights on service quality, operational health, trends, risks, escalations, and improvement opportunities.
Establish a centralized, consistent operating model for payment investigations, overseeing intake, routing, research, escalation, clearing, resolution, governance, performance metrics, and quality standards.
Coordinate complex investigations and improve investigation consistency, service expectations, controls, client communications, and use of workflow technology, data, AI, and automation.
Provide strategic oversight of data integration setup and servicing, including centralized support for setups, client servicing, file testing, feedback, and data mapping.
Consolidate data integration setup and core support where centralization improves scale, consistency, quality, and accountability, and ensure continuity from onboarding through ongoing support.
Ensure operations comply with risk appetite, regulatory expectations, policies, and control standards; incorporate risk and controls into transformation initiatives.
Strengthen operational and technology resiliency and establish governance for operational risks, incidents, issues, and remediation in partnership with control functions.
Lead and develop a large, complex organization through senior leaders and functional teams; build a high-performance culture and talent strategy for the future operating model.
Attract, develop, and retain payments, operations, technology, and transformation talent; serve as a strategic partner to executives and influence decisions across organizational boundaries.

Benefits

Healthcare (medical, dental, and 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 (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 hours worked, up to 80 hours per calendar year unless otherwise provided by law
Incentive and recognition programs
Equity stock purchase
Pension