Vice President, Customer Support Team Lead
About the role
Global Transaction Banking Division Americas provides transaction banking solutions across payments and collections, cash and liquidity management, trade finance, supply chain finance, commercial card, receivables finance, and related treasury capabilities. The division serves corporate clients across the Americas and works closely with Coverage, Product, Technology, Operations, Risk, and Mizuho’s global network. 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. This role is based in New York, NY.
Responsibilities
- Service leadership: Manage inquiry volumes, open cases, training requests, escalations, recurring issues, workload allocation, and service delivery against agreed standards.
- Client support and training: Oversee accurate and timely support, demonstrations, onboarding assistance, and client communications for applicable online channels and services.
- Incident and escalation management: Lead coordination during service disruptions, operational incidents, suspected fraud matters, and complex client issues; ensure clear status, action, and resolution communications.
- Reporting and improvement: Monitor case aging, response quality, recurring issues, and client reports; sponsor root-cause analysis, standardization, automation, and service-improvement actions.
- Risk and controls: Maintain effective procedures, evidence, access-administration controls, records, escalation