Wealth Servicing Operations Leader

Role Summary

The Operations Manager – Wealth Servicing is responsible for leading operations that support high-touch, relationship-driven servicing for wealth clients, delivering a differentiated client experience alongside strong operational performance and risk discipline.

Key Responsibilities

• Operational Leadership & Service Delivery
  Lead wealth servicing operations across assigned teams, functions, or regions.
  Deliver consistent service levels, quality outcomes, and client experience for wealth clients.
  Manage workload, staffing, and operational execution to meet performance targets.
  Ensure service continuity and operational effectiveness during periods of change or growth.

• Client Experience & Relationship Management
  Lead high-touch, relationship-driven servicing environments, supporting complex and sensitive client needs.
  Own customer satisfaction, issue resolution, and end-to-end case ownership.
  Support life-event servicing, retention strategies, and service recovery for high-value clients.
  Balance individualized client needs with operational efficiency and consistency.

• 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 client outcomes.
  Provide performance insights and recommendations to senior leadership.

• Risk, Compliance & Controls
  Ensure adherence to all regulatory requirements, corporate policies, and risk frameworks.
  Maintain strong controls and governance across wealth 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 business demand.
  Optimize cost-to-serve while preserving a premium client experience.
  Align resources and workforce strategy to evolving wealth servicing needs.

• Talent & Leadership
  Lead and develop a multi-layer organization supporting wealth servicing delivery.
  Build a culture of accountability, coaching, and continuous development.
  Establish clear performance expectations and leadership routines.
  Drive engagement, retention, and succession planning.

• Cross-Functional Partnership
  Partner with wealth product, advisory, operations, and client relationship teams.
  Support execution of servicing model changes, platform enhancements, and transformation initiatives.
  Collaborate across functions to deliver seamless, end-to-end client journeys.

Qualifications

• Experience in wealth servicing, private banking, or high-touch client operations.

• Leadership experience in operations, servicing, or contact center environments.

• Strong understanding of relationship-based servicing models and client experience expectations.

• Experience managing performance, operational metrics, and process improvement.

• Knowledge of regulatory, risk, and compliance requirements.

Preferred Qualifications

• Bachelor’s degree or equivalent experience.

• Experience supporting affluent, high-net-worth, or complex client segments.

• Exposure to service-to-sales, client retention strategies, or life-event servicing models.

• Experience with transformation initiatives or digital servicing models.

Leadership Profile

Operates as a business leader, not just an operations supervisor.
Balances premium client experience, operational discipline, and financial outcomes.
Demonstrates enterprise thinking and cross-functional influence.
Leads effectively through change, complexity, and high-touch client environments.

Location Expectations

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

Benefits

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

• Adoption assistance

• Equity stock purchase

• Pension

Pay Range

$133,365.00 - $156,900.00