Business Banking Operations Leader

Responsibilities

• 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
• 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
• Monitor and analyze performance across service, quality, productivity, and risk metrics
• Identify trends and drive improvements in processes, workflows, and servicing models
• Communicate performance insights and recommendations to senior leadership
• Ensure adherence to regulatory requirements, corporate policies, and risk frameworks across business banking operations
• Maintain strong controls and governance across servicing processes
• Manage budgets, forecasts, and capacity planning aligned to demand and business priorities
• Lead and develop a multi-layer organization, including leaders and frontline teams
• Partner with product, technology, servicing, and risk teams to deliver integrated business banking solutions

• 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
• Bachelor’s degree or equivalent experience (preferred)

Demonstrates expertise in leading business banking servicing operations, ensuring high-quality client experiences and adherence to regulatory requirements. Proficient in managing performance metrics, driving process improvements, and developing teams to meet operational goals.