Senior Contact Center Leader - Prepaid and CPS

U.S. Bank • St. Louis, MO

6d • $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.

Requirements

• Bachelor’s degree, or equivalent work experience
• Typically eight or more years of relevant experience
• Strong knowledge of banking operations, prepaid products, and/or corporate payment services
• Experience leading teams in a contact center or operations environment
• Demonstrated ability to manage performance, processes, and operational metrics
• Knowledge of regulatory, risk, and compliance requirements
• Strong leadership, communication, and problem-solving skills
• Ability to manage multiple priorities in a complex environment
• This position will work on the SmartPay contract or have access to Personally Identifiable Information (PII) on systems or services that support SmartPay. The clearance required for you to work on the systems is a Tier II U.S. Government security clearance per U.S. Bank’s contract with the General Services Administration (a U.S. Government entity). This screening is in addition to the standard background check and screenings performed as part of the U.S. Bank hiring process. If the GSA clearance is not obtained, employment may be terminated.
• This role requires working from a U.S. Bank location three (3) or more days per week.

Nice To Haves

• Bachelor’s degree or equivalent experience
• Experience leading large or multi-layer teams
• Background in payments, card services, or financial operations
• Operates as a business leader, not just an operations supervisor
• Balances client experience, operational excellence, and financial discipline
• Demonstrates enterprise thinking and cross-functional influence
• Leads effectively through change, ambiguity, and transformation at scale

Responsibilities

• Lead and manage prepaid and CPS servicing operations across assigned functions or regions
• Ensure consistent delivery of service levels, quality outcomes, and client experience
• Plan, prioritize, and coordinate operational activities to meet volume, capacity, and performance targets
• Maintain deep knowledge of prepaid and corporate payment products, services, and operational processes
• Monitor and analyze operational performance metrics (e.g., service, quality, productivity, risk)
• Identify trends, gaps, and opportunities; implement corrective actions and improvements
• Drive continuous improvement through process optimization, workflow enhancements, and system improvements
• Communicate performance insights and recommendations to senior leadership
• Ensure adherence to all regulatory requirements, corporate policies, and internal controls
• Maintain a strong risk and quality management environment across operations
• Promote awareness and compliance with applicable laws, regulations, and the U.S. Bank Code of Ethics
• Partner with risk, compliance, and audit teams to address issues and strengthen controls
• Develop and manage budgets, forecasts, and resource plans
• Align staffing, capacity, and workload to meet operational demand
• Drive cost discipline while maintaining service quality and operational effectiveness
• Lead, coach, and develop a high-performing, multi-level team (leaders, front-line employees)
• Set clear expectations, monitor performance, and build accountability across the organization
• Manage employee lifecycle activities including hiring, development, performance management, and engagement
• Foster an inclusive, high-performance culture focused on results, development, and employee experience
• Partner with internal teams (product, technology, risk, servicing, and vendor partners) to resolve issues and drive improvements
• Represent operations in projects, system enhancements, and transformation initiatives
• Collaborate across regions and functions to ensure alignment and seamless service 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