Vendor Oversight Operations Leader

U.S. Bank • Saint Paul, MN

17h • 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

• Extensive experience in operations, vendor management, or contact center leadership within complex, multi-channel environments
• Demonstrated success leading large-scale transformation, outsourcing, or vendor optimization initiatives
• Deep knowledge of banking operations, regulatory requirements, and risk management practices
• Proven ability to influence senior stakeholders and drive cross-functional alignment
• Strong financial, analytical, and strategic planning capabilities
• Experience leading large, multi-layered teams with enterprise impact

Nice To Haves

• 8+ years of relevant leadership experience in large-scale operations or vendor management environments
• Experience in contact center transformation, CRM/platform integration, or digital servicing models
• Advanced experience in enterprise change leadership and strategic execution

Responsibilities

• Define and lead the enterprise vendor strategy for CBWS, identifying opportunities for strategic sourcing aligned to long-term business and servicing objectives
• Direct large-scale outsourcing and migration initiatives across multiple vendors, ensuring minimal disruption to service levels and client outcomes
• Lead transformation efforts to optimize vendor-supported servicing models (e.g., multi-channel, digital, specialized services)
• Own performance outcomes across vendor-supported operations, including service, cost, quality, and risk
• Establish and enforce enterprise-level governance frameworks, controls, and performance standards across vendor partners
• Lead resolution of complex, high-impact service issues, ensuring timely remediation and root cause elimination
• Partner with senior leaders across CBWS and enterprise functions (Risk, Compliance, Technology, Product) to align vendor strategy with broader business priorities
• Influence operational direction across multiple business lines, shaping policies, procedures, and service delivery models
• Represent vendor oversight in enterprise forums, committees, and transformation programs
• Lead financial planning and oversight for vendor operations, including budget design, forecasting, and cost optimization strategies
• Drive efficiency, scalability, and return on investment across outsourced activities
• Monitor and report on business performance, escalating risks and opportunities through executive-level communication
• Lead and develop a multi-layered organization, including managers and senior professionals, fostering a high-performance, accountable culture
• Build organizational capability to support evolving vendor strategies and complex servicing environments
• Establish clear performance expectations, provide ongoing coaching, and drive succession and leadership development

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: No Education Listed