Workforce Operations Team Lead

Description Position Summary The Workforce Operations Team Lead is responsible for optimizing workforce performance, resource allocation, and operational effectiveness within the Commercial Card Servicing & Onboarding organization. This role serves as the central point of coordination for workload management, queue oversight, staffing optimization, reporting, and day-to-day operational execution. The leader partners closely with Servicing, Onboarding, Training, Sales, Product, and Operations teams to ensure work is assigned appropriately, service levels are achieved, client commitments are met, and organizational priorities are supported. This individual plays a critical role in creating visibility into team capacity, identifying operational risks, and driving continuous improvement initiatives that enhance both colleague and client experiences.

Workforce & Capacity Management Manage daily team assignments and workload distribution across servicing, onboarding, training, and support functions. Monitor work queues, aging requests, service levels, and staffing capacity to ensure timely completion of work. Balance resources across competing priorities and adjust assignments based on business needs, client impact, and urgency. Identify workload trends and staffing gaps and provide recommendations to leadership. Operational Oversight Serve as the primary escalation point for operational workload concerns, resource conflicts, client-impacting issues, and process challenges. Monitor key performance indicators, productivity metrics, service-level attainment, workload distribution, and operational capacity. Ensure adherence to established procedures, controls, policies, and operational standards. Drive accountability for queue management, aging items, implementation timelines, and client response times. Partner with Risk, Compliance, Product, and Operations teams to identify, assess, and mitigate operational risks. Coordinate and track due diligence requests, risk assessments, audit inquiries, and control-related activities, ensuring timely and accurate completion. Support audit readiness by maintaining appropriate documentation, monitoring control effectiveness, and assisting with remediation of identified issues. Identify operational bottlenecks, control gaps, and process improvement opportunities, providing recommendations that balance risk management, client experience, and operational efficiency. Escalate material operational, compliance, or reputational risks to leadership and assist in developing corrective action plans. Process Improvement & Change Management Lead initiatives focused on increasing efficiency, transparency, and scalability within Commercial Card operations. Partner with business leaders to streamline processes and improve the client experience. Support implementation of new tools, workflows, and operational best practices. Develop and maintain operational procedures and documentation.

Bachelor's degree 3+ years of banking, treasury management, commercial card, operations, servicing, or implementation experience. 3+ years experience managing operational workflows, queues, staffing assignments, or resource allocation. 3+ years experience coordinating due diligence activities, operational risk management, audits, or control-related processes. 3+ years knowledge of banking regulations, regulatory requirements, compliance standards, and operational controls. 3+ years Commercial Card experience.

Strong analytical and reporting skills. Strong communication and organizational skills. Exempt Status: (Yes   = not eligible for overtime pay) ( No   = eligible for overtime pay) Yes Workplace Type: Office Our Approach to Office Workplace Type Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables