U.S. Bank
At U.S. Bank, we’re passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country’s most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Through clear communication, a positive attitude and passion for customer service you enjoy leading a team.
At U.S. Bank, we’re passionate about helping customers and the communities where we live and work. The bank’s contact centers play a critical enterprise role in providing problem resolution and exceptional experiences through servicing calls from U.S. Bank’s consumers along with cardholders of our strategic partners. We aim to provide best-in-class customer service with every interaction. Our goal is to bring a One U.S. Bank experience to each customer while helping to educate them on digital tools, products, and services. With a Do It Together mentality, we hope to ensure every customer feels confident in navigating their finances with ease.
The Position:
We’re seeking a leader with a passion for coaching and developing a team of Service Managers, driving engagement through effective communication, and providing exceptional customer service. Your day-to-day responsibilities include supporting Service Managers to ensure they have the appropriate knowledge and resources to fully support their teams of contact center phone advisors and bankers, managing daily contact center operations, and helping our team deepen customer relationships by leveraging our digital products and services.
In addition to your own team, you will also indirectly manage other Service Managers in the physical and virtual site locations by partnering with peers and Site Leadership to provide leadership, communicating, and carrying out department goals and visions.
As an Operations Manager you are responsible to support and grow your team of Service Managers.
Key Responsibilities include :
- Working with peers and Service Managers to oversee the daily contact center operations
- Coaching, developing, and training a team of contact center Service Managers, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent behavioral and performance reviews
- Engaging Service Managers to ensure the work produced meets product/service standards and exceeds customer expectations
- Collaborating with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Following up with resolution of problems to ensure timely response and customer service
- Engage senior management and keep them informed of operations activities; makes formal presentations to peers and conducts regular staff meetings
Why Should You Apply:
- You’re passionate about customer experience and want to make a difference in people’s lives
- Hands on training provided to set you up for success
- Being part of a collaborative team, providing ideas for process improvement and innovation excites you
- You’ll have the opportunity to interact with customers and build loyalty
- Competitive wages and performance-based annual bonus opportunity
- Comprehensive benefits package
Basic Qualifications:
- Bachelor’s degree, or equivalent work experience
- Eight to ten years of operations-related experience
Preferred Skills/Experience
- Leadership & Management Skills
- Ability to lead a team and collaborate with peers to achieve greater results
- Passion for customer service and ability to multitask
- Well-developed problem-solving skills
- Proven leadership and management skills with the ability to manage diverse skills, backgrounds and personalities in a customer service and virtual environment
- Broad understanding and practical application of applicable laws and regulations
- Excellent interpersonal, verbal and written communication skills
- Technical Skills
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications and the ability to coach others especially in a remote environment
- Ability to learn and identify an opportunity to use Digital products/services
- Advanced knowledge of operational functions, systems, policies and procedures of assigned area
- Ability to manage multiple tasks/projects and deadlines simultaneously
INDAM
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants .
Benefits:
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That’s why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter mostyour family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers .
EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program .
Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $95,540.00$112,400.00$123,640.00
Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.
