Vice President, Customer Support Team Lead

Mizuho•New York, NY

1d•$110,000 - $160,000•Onsite

About The Position

The Vice President, Customer Support Team Lead leads the Customer Support team and day-to-day technical and operational support for clients using transaction banking products and online channels. The role manages service delivery, client training, inquiry and escalation handling, incident coordination, reporting, controls, workload distribution, and continuous improvement, partnering across Client Experience, Product, Operations, Technology, Sales, Risk, and other stakeholders to deliver timely and consistent client outcomes.

Requirements

Bachelor’s degree or equivalent relevant education required.
At least seven years of relevant transaction banking client service, treasury services, cash management operations, implementation, onboarding, or related financial-services experience, including demonstrated team leadership.
Strong working knowledge across transaction banking products, including cash management, payments, collections, liquidity, deposits, trade finance, commercial card, digital channels, account services, and client onboarding
Demonstrated experience managing client-service professionals, allocating work, coaching team members, and handling complex corporate-client escalations.
Strong client communication, judgment, prioritization, analytical, problem-solving, conflict-resolution, and cross-functional coordination skills.
Proficiency in Microsoft 365 and familiarity with service, case-management, reporting, and channel-support tools.
English and Japanese required.
Ability to travel as required based on client, business, and stakeholder needs.

Nice To Haves

Experience supporting large corporate or multinational clients
Experience with client-service or case-management technology
Digital-channel administration
Payment investigations
Process improvement
User acceptance testing
A relevant treasury or payments certification

Responsibilities

Manage inquiry volumes, open cases, training requests, escalations, recurring issues, workload allocation, and service delivery against agreed standards.
Oversee accurate and timely support, demonstrations, onboarding assistance, and client communications for applicable online channels and services.
Lead coordination during service disruptions, operational incidents, suspected fraud matters, and complex client issues; ensure clear status, action, and resolution communications.
Monitor case aging, response quality, recurring issues, and client reports; sponsor root-cause analysis, standardization, automation, and service-improvement actions.
Maintain effective procedures, evidence, access-administration controls, records, escalation protocols, and timely remediation of identified issues.
Set priorities and individual objectives, coach team members, review quality, manage capacity, and support performance and development discussions.