Operations Leader; Solutions and PAs

Job Description

The Solutions & Social Media Operations Manager is a senior leader responsible for defining and executing the multi-channel servicing strategy across Solutions and Social platforms within CBWS. This role drives transformation of the contact center operating model to deliver differentiated, relationship-based client experiences across consumer, small business, partner card, and wealth segments.

This leader operates with department level scope and influence
, shaping servicing strategy, digital channel evolution, and escalation governance while ensuring seamless integration across voice and digital channels. The role is accountable for end-to-end client experience, operational performance, risk management, and innovation
, with decisions that materially impact client outcomes, cost structure, regulatory posture, and brand reputation.

Key Responsibilities

1. Department Strategy & Multi-Channel Leadership

• Lead the servicing strategy for Solutions and Social channels aligned to CBWS transformation priorities
• Translate enterprise objectives into scalable operating models, capability roadmaps, and service design standards
• Drive end-to-end channel integration (voice, asynchronous messaging, social) to enable seamless, low-friction client journeys
• Serve as a partner to Product, Digital, Fraud, Compliance, and Vendor organizations to deliver holistic servicing solutions
• Establish and sustain a cohesive leadership model across newly consolidated operations

2. Solutions & Enterprise Escalation Governance

• Lead CBWS Solutions and escalation strategy
• Establish governance frameworks for:
  • End-to-end case ownership and resolution standards
  • Regulatory response management and escalation rigor
  • Root cause identification and systemic remediation
  • Executive-level stakeholder communication (Risk, Compliance, Legal, Business Lines)
• Ensure consistent, compliant execution of complex case resolution with significant reputational and regulatory implications
• Influence upstream process, product, and policy changes based on systemic issue insights

3. Digital Channel Strategy & Performance Social)

• Own enterprise performance and evolution of real-time and asynchronous digital channels
• Define and drive KPIs across:
  • Client experience (CSAT, sentiment, first contact resolution)
  • Operational efficiency (concurrency, containment, productivity)
  • Risk and compliance adherence (particularly in public/social channels)
• Lead transition to AI-enabled servicing models (bot + human), including:
  • Bot strategy, supervision, and escalation design
  • Optimization of agent concurrency and digital servicing effectiveness
  • Establishment of brand voice, tone, and empathy standards in digital engagement

4. Operational Excellence & Transformation Delivery

• Lead large-scale, multi-functional operations with enterprise and cross-line-of-business impact
• Develop and execute long-range operational and transformation plans aligned to CBWS strategy
• Drive continuous improvement in service delivery, efficiency, quality, and client experience
• Oversee implementation of production and servicing model changes with minimal disruption
• Ensure consistent execution of operational standards across regions and functional segments

5. Financial, Risk & Performance Accountability

• Establish performance management frameworks aligned to enterprise targets and business outcomes
• Ensure adherence to all regulatory, compliance, and risk management standards
• Proactively identify and mitigate risks with significant financial, reputational, or operational impact

6. Talent & Leadership

• Build and lead high-performing, multi-level leadership teams across Solutions and Digital operations
• Establish a strong culture of accountability, coaching, and continuous development
• Drive leadership readiness, and organizational capability building
• Lead organizational design and workforce strategy to support evolving servicing models

7. Enterprise Influence & Governance

• Serve as an advisor and thought partner across CBWS and broader enterprise initiatives
• Represent CBWS on enterprise committees, influencing decisions on client experience, servicing strategy, and digital transformation
• Provide executive-level insights and recommendations based on operational data, trends, and risk signals

Scope & Impact

• Leads a mid-size complex division or multiple major operational segments across Solutions and Social
• Decisions have enterprise-wide impact on client experience, risk exposure, cost structure, and operational performance
• Accountable for outcomes that influence revenue protection, expense management, regulatory compliance, and brand reputation
• Operates with high autonomy; decisions are subject primarily to executive-level review

Qualifications Required

• At least 5 years of progressive 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…