Operations Business Manager

Responsibilities

• Lead the operational client experience strategy for Direct Express cardholder servicing, including defining priorities, success metrics, and governance to deliver consistent performance and stability.
• Own senior-level vendor management, including performance accountability, corrective action governance, and escalation management across multiple partners.
• Lead major incident response and problem management, including executive communication, root‑cause leadership, and sustained remediation to prevent recurrence.
• Lead client governance and service review cadences, providing clear performance narratives, risks, and recommendations aligned to client outcomes.
• Partner with technology, product, and risk/compliance leaders to drive strategic operational improvements, readiness for releases, and continuous optimization of the servicing model.
• Own external SLA/SLR commitment tracking, ensuring adherence to contractual and regulatory obligations, and proactively identifying risks or gaps in service delivery.
• Lead metrics design, KPI development, and performance tracking, including call center, servicing, and vendor performance indicators.
• Drive complaints reporting and analytics, with a strong focus on Fiscal Service and agency‑related complaint trends, root cause insights, and remediation opportunities.
• Leverage advanced analytics and automation tools (Power BI, Power Automate) to build dashboards, automate workflows, and integrate data across multiple systems of record to support operational decision‑making and performance management.

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in operations leadership, client experience, or servicing within a regulated financial services environment.
• Strong command of incident/problem management practices and operational control disciplines, including driving measurable remediation.
• Strong data‑driven leadership skills, with experience establishing KPIs, building reporting narratives, and driving operational transformation.
• Advanced proficiency in Power BI and Power Automate, with demonstrated ability to design dashboards, automate reporting processes, and enhance data visibility.
• Strong ability to analyze and synthesize data across multiple systems of record (e.g., servicing platforms, CRM systems, operational tools) to ensure accuracy, consistency, and actionable insights.
• Experience managing reporting frameworks, SLA/SLR performance tracking, and complaints analytics, particularly within regulated or government‑linked programs.