Operations Leader – Solutions, PAs

Role Overview

• 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.
• 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).
• 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.
• 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.

Requirements

• 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 performance, operational metrics, and process improvement.
• Knowledge of risk, regulatory, and compliance requirements.
• Demonstrated success leading complex or multi-layer operations with accountability for performance, people leadership, and execution of change.
• Proven ability to influence across functions and communicate effectively with senior leaders, partners, and key stakeholders.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law