SinglePoint Help Desk Operations Manager

U.S. Bank National Association • Brookfield, WI

2d • $75,820 - $89,200 • Onsite

About The Position

We are seeking a motivated and experienced leader to join our Treasury Client Onboarding & Support team as a SinglePoint Help Desk Operations Manager. In this role, you will lead a team of specialists who provide support to commercial, corporate, and business banking clients utilizing U.S. Bank's treasury management and digital banking solutions. This position combines people leadership, operational management, and client experience oversight. The ideal candidate is passionate about developing employees, driving operational excellence, and delivering exceptional service to clients while fostering a culture of accountability, collaboration, and continuous improvement.

Requirements

• Bachelor's degree or equivalent work experience
• Several years of leadership, operations, customer service, or contact center management experience
• Demonstrated ability to coach and develop employees
• Experience managing performance metrics and service delivery objectives

Nice To Haves

• Knowledge of Treasury Management products and services
• Experience leading a contact center, help desk, client servicing, or operations team
• Strong analytical, problem-solving, and decision-making skills
• Excellent verbal, written, and interpersonal communication skills
• Experience working in a fast-paced, performance-driven environment
• Experience supporting transformational initiatives or new team launches
• Knowledge of digital banking platforms and client-facing technology solutions
• Proven ability to balance employee engagement, operational performance, and client experience

Responsibilities

• Lead and Develop a High-Performing Team: Manage, coach, and develop a team of approximately 10 Help Desk Specialists. Conduct regular performance coaching, career development conversations, and recognition activities. Foster an inclusive, collaborative, and results-oriented team environment. Build employee engagement and accountability while promoting continuous learning and growth.
• Drive Operational Excellence: Oversee daily service operations, including inbound calls, chats, and case management activities. Monitor queue performance and staffing needs to ensure timely support and issue resolution. Ensure service level commitments, productivity goals, and quality standards are consistently achieved. Analyze operational metrics and trends to identify opportunities for process enhancements and improved efficiency.
• Deliver an Exceptional Client Experience: Promote a customer-centric culture focused on responsiveness, accuracy, and first-contact resolution. Support team members in resolving complex client issues and escalations. Partner with internal teams to ensure a seamless customer experience across Treasury Management products and services. Continuously evaluate client feedback and identify opportunities to improve service delivery.
• Lead Through Change: Support new initiatives, operational improvements, and business transformation efforts. Implement process enhancements that improve team effectiveness and the client experience. Champion organizational changes and help employees successfully adapt to evolving business needs.

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