SinglePoint Help Desk Operations Manager

Single Point Help Desk Operations Manager

Treasury Client Onboarding & Support

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that's what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential.

A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

We are seeking a motivated and experienced leader to join our Treasury Client Onboarding & Support team as a Single Point Help Desk Operations Manager. In this role, you will lead a team of specialists who provide support to commercial, corporate, and business banking clients utilizing U.S. Bank's treasury management and digital banking solutions.

This position combines people leadership, operational management, and client experience oversight. The ideal candidate is passionate about developing employees, driving operational excellence, and delivering exceptional service to clients while fostering a culture of accountability, collaboration, and continuous improvement.

• Manage, coach, and develop a team of approximately 10 Help Desk Specialists.
• Conduct regular performance coaching, career development conversations, and recognition activities.
• Foster an inclusive, collaborative, and results-oriented team environment.
• Build employee engagement and accountability while promoting continuous learning and growth.

• Oversee daily service operations, including inbound calls, chats, and case management activities.
• Monitor queue performance and staffing needs to ensure timely support and issue resolution.
• Ensure service level commitments, productivity goals, and quality standards are consistently achieved.
• Analyze operational metrics and trends to identify opportunities for process enhancements and improved efficiency.

• Promote a customer-centric culture focused on responsiveness, accuracy, and first-contact resolution.
• Support team members in resolving complex client issues and escalations.
• Partner with internal teams to ensure a seamless customer experience across Treasury Management products and services.
• Continuously evaluate client feedback and identify opportunities to improve service delivery.

• Support new initiatives, operational improvements, and business transformation efforts.
• Implement process enhancements that improve team effectiveness and the client experience.
• Champion organizational changes and help employees successfully adapt to evolving business needs.

The team provides support to clients utilizing Treasury Management and Digital Banking solutions, including:

• Single Point Treasury Management platform
• Commercial online banking services
• Treasury service inquiries
• Digital banking access and support
• Payment and transaction-related questions
• User administration and platform navigation
• Operational and servicing requests

• Bachelor's degree or equivalent work experience
• Several years of leadership, operations, customer service, or contact center management experience
• Demonstrated ability to coach and develop employees
• Experience managing performance metrics and service delivery objectives

• Knowledge of Treasury Management products and services
• Experience leading a contact center, help desk, client servicing, or operations team
• Strong analytical, problem-solving, and decision-making skills
• Excellent verbal, written, and interpersonal communication skills
• Experience working in a fast-paced, performance-driven environment
• Experience supporting transformational initiatives or new team launches
• Knowledge of digital banking platforms and client-facing technology solutions
• Proven ability to balance employee engagement, operational performance, and client experience

If…