Senior Contact Center Leader - Prepaid and CPS

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.

The Operations Manager - Prepaid & Corporate Payment Services (CPS) is responsible for leading end-to-end servicing operations across prepaid and corporate payment products, delivering operational excellence, strong risk management, and a high-quality client experience. This role provides both strategic and day-to-day leadership across a multi-channel servicing environment, ensuring execution, performance, compliance, and scalability.

The incumbent leads teams, optimizes processes, and partners across the enterprise to deliver efficient, compliant, and customer-centric outcomes. Aligned to the broader CBWS transformation, this role plays a key part in evolving servicing from transaction-based support to a specialized, expertise-driven operating model .

- 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

- Leads a function, multiple teams, or a major segment of operations with regional or enterprise impact - Influences operational strategy, process design, and production changes - Decisions impact service delivery, risk outcomes, client experience, and cost structure - May lead large-scale initiatives or contribute to enterprise transformation efforts - Operates with a high degree of autonomy, with decisions subject to senior leadership review

- 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

- 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

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.

Location expectations This role requires working from a U.S. Bank location three (3) or more days per week.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S.

Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $133,365.00 - $156,900.00