Business Banking Operations Leader

Key Responsibilities

• Operational Leadership & Service Delivery
  • Lead business banking servicing operations across assigned functions, teams, or regions
  • Deliver consistent service levels, quality outcomes, and client experience for small business and commercial clients
  • Manage workload, staffing, and operational execution to meet performance targets
  • Ensure service continuity and effectiveness during periods of change or growth
• Client Experience & Relationship Management
  • Support relationship-based servicing models, ensuring high-touch support for complex business client needs
  • Own customer satisfaction, issue resolution, and service recovery across business banking interactions
  • Balance specialized client needs with operational efficiency and scalability
• Performance Management & Continuous Improvement
  • Monitor and analyze performance across service, quality, productivity, and risk metrics
  • Identify trends and drive improvements in processes, workflows, and servicing models
  • Lead initiatives to enhance efficiency, reduce friction, and improve end-to-end client outcomes
  • Communicate performance insights and recommendations to senior leadership
• Risk, Compliance & Controls
  • Ensure adherence to regulatory requirements, corporate policies, and risk frameworks across business banking operations
  • Maintain strong controls and governance across servicing processes
  • Partner with risk, compliance, and audit teams to manage issues and ensure remediation
• Financial & Resource Management
  • Manage budgets, forecasts, and capacity planning aligned to demand and business priorities
  • Optimize cost-to-serve while maintaining service quality and client experience
  • Align resources and workforce strategy to evolving servicing needs
• Talent & Leadership
  • Lead and develop a multi-layer organization, including leaders and frontline teams
  • Establish clear expectations, performance management routines, and accountability standards
  • Drive employee engagement, development, and succession planning
  • Build leadership capability to support long-term business needs
• Cross-Functional Partnership
  • Partner with product, technology, servicing, and risk teams to deliver integrated business banking solutions
  • Support implementation of servicing model changes, platform enhancements, and transformation initiatives
  • Collaborate across functions to deliver seamless, end-to-end client experiences

Qualifications

• Required:
  • Experience in business banking, commercial servicing, or contact center operations
  • Demonstrated leadership experience managing teams in operations or servicing environments
  • Strong understanding of business banking products, client needs, and servicing processes
  • Experience managing performance, operational metrics, and process improvement
  • Knowledge of risk, regulatory, and compliance requirements
• PREFERRED:
  • Bachelor’s degree or equivalent experience
  • Experience leading large or multi-layer teams
  • Exposure to contact center transformation, CRM/platform enhancements, or digital servicing models
  • Strong analytical and financial management skills