U.S. Bank Cardmember Service Operations Manager in COEUR D%27ALENE, Idaho

The Operations Manager is responsible for overall departmental expense management, revenue generation and achieving and maintaining service level goals. Ensuring compliance with applicable internal policies, procedures and regulatory requirements. Developing and monitoring production and service level standards; managing variable staffing; envisioning and articulating opportunities for change; controlling costs; developing and executing strategies to effectively develop, improve, and deliver products and services to meet our customer and business needs; and interacting with individuals at multiple levels of the organization.

Responsibilities include:

  • Motivating and educating staff to deliver on departmental goals to ensure our customers receive world class service.

  • Developing strategies and processes for interacting with cardmembers to increase revenue and improve the customer experience.

  • Participating in the development and enhancement of general processes and/or training procedures and managing productivity to support the service and revenue generation goals.

  • Interacting with internal departments to ensure that customers' and employees' needs are met.

  • Handling or assisting in resolving the most complicated technical and/or complicated transactions and operational issues.

  • Participating in the development and enhancement of equipment and training procedures and programs which support products and services.

  • Developing, implementing and maintaining new and revised department operating policies and procedures to increase quality of service and productivity.

  • Evaluating employees' performance and providing on-going, proactive, constructive feedback.

Supervisory functions include leading and directing a staff of approximately 75-100 employees, including Team Managers; evaluating employee performance and making salary recommendations, performing all aspects of the staffing process including recruiting, interviewing, and hiring staff to ensure appropriate hiring practices and maintaining staffing levels, staff training, and providing work direction.

The anticipated shift for this position will have an afternoon start time and will be scheduled to work Monday-Friday with rotating occasional on-call weekend shifts. Must be willing and flexible to work a varied schedule, as the business needs demand.

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Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Five to eight years of operations experience in the financial services industry

  • Three or more years of supervisory/management experience

Preferred Skills/Experience

  • Proven leadership and team building skills along with strong organizational,

analytical, influencing, negotiation, planning, and problem solving skills.

  • Excellent verbal and written communication, interpersonal and organizational


  • The ability to manage multiple tasks/projects and deadlines simultaneously.

  • PC proficiency utilizing Microsoft products in a Windows based environment.

  • A pleasant and professional demeanor and the ability to work well with a variety

of personalities.

  • Must be a self-starter and work well independently with limited direct supervision.

Job: Customer Service / Call Center

Primary Location: Idaho-ID-Coeur d%27Alene

Shift: 2nd - Evenings

Average Hours Per Week: 40

Requisition ID: 170028141

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.