Responsibilities
- 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
- 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
- Monitor and analyze performance across service, quality, productivity, and risk metrics
- Communicate performance insights and recommendations to senior leadership
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.
Core Competencies
Demonstrates expertise in managing business banking operations, focusing on client satisfaction, performance metrics, and compliance. Proven ability to lead teams effectively while driving operational efficiency and process improvements.
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