Cobrand Operations Leader

U.S. Bank • Atlanta, GA

1d • $133,365 - $156,900 • Hybrid

About The Position

The Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments. CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery. To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.

Role Summary
The Operations Manager – Fidelity Servicing is responsible for leading operations that support dedicated servicing for Fidelity clients, delivering a consistent, high-quality, relationship-driven client experience. This role requires a proven operational leader who can translate strategy into execution, lead through complexity, and deliver sustained performance across service, quality, risk, and employee engagement outcomes. This role provides both strategic and day-to-day leadership across contact center and/or back-office operations, ensuring service excellence, operational performance, compliance, and scalability. The successful candidate will bring demonstrated experience leading large-scale or multi-layer operations, building leadership capability, and driving performance improvement in complex servicing environments. Aligned to the CBWS transformation, this role supports the evolution to a specialized servicing model for partner programs, including enabling universal agent capabilities, reducing friction, and improving client outcomes. This leader must be able to maintain operational stability while leading change, influence cross-functional partners, and ensure successful adoption of new servicing models, processes, and tools.

Requirements

• At least 5 years of progressive experience in business banking, commercial servicing, or contact center operations.
• Demonstrated leadership experience managing teams in operations or servicing environments
• Strong understanding of business banking products, client needs, and servicing processes
• Experience managing performance, operational metrics, and process improvement
• Knowledge of risk, regulatory, and compliance requirements
• Demonstrated success leading complex or multi-layer operations with accountability for performance, people leadership, and execution of change
• Proven ability to influence across functions and communicate effectively with senior leaders, partners, and key stakeholders

Nice To Haves

• Bachelor’s degree or equivalent experience
• Experience leading large or multi-layer teams
• Exposure to contact center transformation, CRM/platform enhancements, or digital servicing models
• Strong analytical and financial management skills

Responsibilities

• Lead Fidelity servicing operations across assigned teams, functions, or regions
• Deliver consistent service levels, quality outcomes, and partner-aligned client experience
• Manage workload, staffing, and operational execution to meet performance targets
• Ensure service continuity and effectiveness during periods of change or growth
• Support relationship-based servicing models, ensuring high-touch support for complex business client needs
• Own customer satisfaction, issue resolution, and service recovery across business banking interactions
• Balance specialized client needs with operational efficiency and scalability
• Build credibility with key internal and external partners by proactively managing expectations, resolving escalations, and representing the operation with confidence
• Monitor and analyze performance across service, quality, productivity, and risk metrics
• Identify trends and drive improvements in processes, workflows, and servicing models
• Lead initiatives to enhance efficiency, reduce friction, and improve end-to-end client outcomes
• Communicate performance insights and recommendations to senior leadership
• Own measurable improvement in operational performance and demonstrate the ability to translate data into decisions, priorities, and sustained results
• Ensure adherence to regulatory requirements, corporate policies, and risk frameworks across business banking operations
• Maintain strong controls and governance across servicing processes
• Partner with risk, compliance, and audit teams to manage issues and ensure remediation
• Manage budgets, forecasts, and capacity planning aligned to demand and business priorities
• Optimize cost-to-serve while maintaining service quality and client experience
• Align resources and workforce strategy to evolving servicing needs
• Lead and develop a multi-layer organization, including leaders and frontline teams
• Establish clear expectations, performance management routines, and accountability standards
• Coach and develop leaders at multiple levels, differentiate performance effectively, and address performance issues with consistency and urgency
• Drive employee engagement, development, and succession planning
• Build leadership capability to support long-term business needs
• Partner with product, technology, servicing, and risk teams to deliver integrated business banking solutions
• Support implementation of servicing model changes, platform enhancements, and transformation initiatives
• Collaborate across functions to deliver seamless, end-to-end client 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: Manager
• Education Level: Associate degree