Job Description
Join our Banker Support Operations team, providing fast, consistent operational support to branch colleagues across 5,000+ branches in the United States. This role is instrumental in leading a large, high-performing team and strengthening partnerships across lines of business to elevate the client and colleague experience.
Banker Support provides consultation and resolution support across a broad range of operational needs, including document review, account linking, teller reconciliation, cashier’s check research, cash orders, wire research, credit card inquiries, and other complex operational questions—handled with speed, accuracy, and consistency.
As an **Account Manager III (Vice President) **within Banker Support Operation, you will manage the day-to-day operations of the Banker Support team as the Manila Site Leader. You will lead an organization of approximately 140 employees, with 6 direct reports, and partner closely with leaders across other operations locations to ensure business goals and objectives are met. You will provide clear direction, coaching, and prioritization to enable Banker Support Specialists to deliver exceptional outcomes in a fast-paced, dynamic environment. Success in this role requires strong ownership, thoughtful escalation management, and the ability to influence change—improving support paths for critical items and leading by example.
You will also play a key role in a multi-year transformation effort as we add new capabilities, evolve our service model, and rebrand to the Branch Assistance Team.
Job Responsibilities:
- Run daily operational delivery for Manila Banker Support by setting a clear operating cadence that drives hospitality, productivity, quality, and readiness aligned to priorities.
- Lead and develop leaders (manager-of-managers) through coaching, performance management, and talent development; build bench strength and embed a culture of accountability and operational excellence.
- Own performance management and prioritization by monitoring results, surfacing trends/systemic themes, and translating organizational priorities into execution plans and team readiness actions.
- Ensure accurate guidance and effective escalations by enforcing consistent triage, disciplined documentation, cross-functional coordination, and closed-loop communication to drive timely resolution.
- Reinforce risk and controls in daily execution by ensuring adherence to procedures, escalation protocols, and documentation standards; identify control gaps, escalate themes, and partner on remediation through closure.
- Drive continuous improvement and technology adoption through root-cause analysis, defect reduction, standard work, and readiness plans that enable successful rollout and sustained use of new tools/capabilities.
Required qualifications, skills and capabilities:
- 5+ Years of leadership experience as a manager of managers in a dynamic work environment.
- Quick learner with strong decision-making capabilities and the ability to identify problems and propose solutions.
- Ability to create and achieve a desired future state vision through influence on group and individual goals.
- Operational leadership in a customer-centric support environment; ability to manage competing priorities while sustaining delivery discipline, quality, and controls.
- Proven ability to lead, coach, and mentor at all position levels as well as consistently maintain high performance level especially in stressful situations.
- Experience building strong relationships with internal and external business unit stakeholders to help facilitate successful achievement of goals.
- Demonstrated ability to lead change across locations / multiple teams, including advanced proficiency with LLM Suite (or similar resources) to accelerate analysis, documentation, and adoption of new capabilities.
- Strong attention to detail, organizational, written/verbal communication, and presentation skills to senior and executive management.
Preferred qualifications, skills and capabilities
- Preferred experience supporting more than one Line of Business.