Cobrand Operations Leader

Role Summary

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.

Key Responsibilities

• Operational Leadership & Service Delivery
  Lead Fidelity servicing operations across assigned teams, functions, or regions.
  Deliver consistent service levels, quality outcomes, and partner-aligned client experience.
  Manage workforce planning, staffing.

• 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.
  Build credibility with key internal and external partners by proactively managing expectations, resolving escalations, and representing the operation with confidence.

• 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.
  Coach and develop leaders at multiple levels, differentiate performance effectively, and address performance issues with consistency and urgency.
  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

• At least 5 years of progressive 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.

• Proven ability to lead complex or multi-layer operations with accountability for performance, people leadership, and execution of change.

• Proven ability to influence across functions and communicate effectively with senior leaders, partners, and key stakeholders.