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The Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments.

CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery.

To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.

Role Summary

The Operations Manager – Fidelity Servicing is responsible for leading operations that support dedicated servicing for Fidelity clients, delivering a consistent, high-quality, relationship-driven client experience. This role requires a proven operational leader who can translate strategy into execution, lead through complexity, and deliver sustained performance across service, quality, risk, and employee engagement outcomes.

This role provides both strategic and day-to-day leadership across contact center and/or back-office operations, ensuring service excellence, operational performance, compliance, and scalability. The successful candidate will bring demonstrated experience leading large-scale or multi-layer operations, building leadership capability, and driving performance improvement in complex servicing environments.

Aligned to the CBWS transformation, this role supports the evolution to a specialized servicing model for partner programs, including enabling universal agent capabilities, reducing friction, and improving client outcomes. This leader must be able to maintain operational stability while leading change, influence cross-functional partners, and ensure successful adoption of new servicing models, processes, and tools.

Critical Selection Criteria

• Proven success leading large, complex servicing or contact center operations with accountability for service, quality, productivity, risk, and employee engagement outcomes
• Demonstrated ability to lead through transformation, including operating model changes, process redesign, and implementation of new tools or servicing capabilities
• Strong track record of building high-performing leaders, creating accountability, and developing bench strength within a multi-layer organization
• Ability to influence senior partners, balance partner expectations with enterprise priorities, and translate strategy into operational execution
• Strong judgment, executive communication, and decision-making skills in complex, fast-paced environments

Key Responsibilities

Operational Leadership & Service Delivery

• Lead Fidelity servicing operations across assigned teams, functions, or regions
• Deliver consistent service levels, quality outcomes, and partner-aligned client experience
• Manage workforce planning, staffing

Operational Leadership & Service Delivery

• Lead Fidelity servicing operations with a balance of operational rigor and adaptability, maintaining stability while executing against changing business and partner demands
• Deliver consistent service levels, quality outcomes, and client experience for all Fidelity clients
• Establish clear operating routines, decision-making discipline, and performance management practices that create accountability across the organization
• Manage workload, staffing, and operational execution to meet performance targets
• Ensure service continuity and effectiveness during periods of change or growth

Client Experience & Relationship Management

• 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
• Balance specialized client needs with operational efficiency and scalability
• Build credibility with key internal and external partners by proactively managing expectations, resolving escalations, and representing the operation with confidence

Performance Management & Continuous Improvement

• Monitor and analyze performance across service, quality, productivity, and risk metrics
• Identify trends and drive improvements in processes, workflows, and servicing models
• Lead initiatives to enhance efficiency, reduce friction, and improve end-to-end client outcomes
• Communicate performance insights and recommendations to senior leadership
• Own measurable improvement in operational performance and demonstrate the ability to translate data into decisions, priorities, and sustained results

Risk, Compliance & Controls

• Ensure adherence to regulatory requirements, corporate policies, and risk frameworks across business banking operations
• Maintain strong controls and governance across servicing processes
• Partner with risk, compliance, and audit teams to manage issues and ensure remediation

Financial & Resource Management

• Manage budgets, forecasts, and capacity planning aligned to demand and business priorities
• Optimize cost-to-serve while maintaining service quality and client experience
• Align resources and workforce strategy to evolving servicing needs
  

Talent & Leadership

• Lead and develop a multi-layer organization, including leaders and frontline teams
• Establish clear expectations, performance management routines, and accountability standards
• Coach and develop leaders at multiple levels, differentiate performance effectively, and address performance issues with consistency and urgency
• Drive employee engagement, development, and succession planning
• Build leadership capability to support long-term business needs

Cross-Functional Partnership

• Partner with product, technology, servicing, and risk teams to deliver integrated business banking solutions
• Support implementation of servicing model changes, platform enhancements, and transformation initiatives
• Collaborate across functions to deliver seamless, end-to-end client experiences

Scope & Impact

• Leads a function or segment of business banking servicing with regional or enterprise impact
• Contributes to operational strategy, servicing model evolution, and transformation priorities
• Decisions impact client experience, service delivery, operational efficiency, and risk outcomes
• May lead large-scale initiatives or support enterprise-level change efforts
• Role scope requires the ability to operate effectively across multiple priorities, senior stakeholder groups, and evolving business demands with sound judgment and executive presence

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 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

Preferred:

• Bachelor’s degree or equivalent experience
• Experience leading large or multi-layer teams
• Exposure to contact center transformation, CRM/platform enhancements, or digital servicing models
• Strong analytical and financial management skills

Leadership Profile

• Operates as a business leader, not just an operations supervisor
• Balances client experience, operational excellence, and financial discipline

Location expectations
This role requires working from a U.S. Bank location three (3) or more days per week.