SinglePoint Help Desk Operations Manager

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. Job Description SinglePoint Help Desk Operations Manager Treasury Client Onboarding & Support At U.S. Bank, we're on a journey to do our best. We are seeking a motivated and experienced leader to join our Treasury Client Onboarding & Support team as a SinglePoint Help Desk Operations Manager . In this role, you will lead a team of specialists who provide support to commercial, corporate, and business banking clients utilizing U.S. Bank's treasury management and digital banking solutions. This position combines people leadership, operational management, and client experience oversight. The ideal candidate is passionate about developing employees, driving operational excellence, and delivering exceptional service to clients while fostering a culture of accountability, collaboration, and continuous improvement. What You'll Do Lead and Develop a High-Performing Team Manage, coach, and develop a team of approximately 10 Help Desk Specialists. Conduct regular performance coaching, career development conversations, and recognition activities. Foster an inclusive, collaborative, and results-oriented team environment. Build employee engagement and accountability while promoting continuous learning and growth. Drive Operational Excellence Oversee daily service operations, including inbound calls, chats, and case management activities. Monitor queue performance and staffing needs to ensure timely support and issue resolution. Ensure service level commitments, productivity goals, and quality standards are consistently achieved. Analyze operational metrics and trends to identify opportunities for process enhancements and improved efficiency. Deliver an Exceptional Client Experience Promote a customer-centric culture focused on responsiveness, accuracy, and first-contact resolution. Support team members in resolving complex client issues and escalations. Partner with internal teams to ensure a seamless customer experience across Treasury Management products and services. Continuously evaluate client feedback and identify opportunities to improve service delivery. Lead Through Change Support new initiatives, operational improvements, and business transformation efforts. Implement process enhancements that improve team effectiveness and the client experience. Champion organizational changes and help employees successfully adapt to evolving business needs. What You'll Support The team provides support to clients utilizing Treasury Management and Digital Banking solutions, including: SinglePoint Treasury Management platform Commercial online banking services Treasury service inquiries Digital banking access and support Payment and transaction-related questions User administration and platform navigation Operational and servicing requests Basic Qualifications Bachelor's degree or equivalent work experience Several years of leadership, operations, customer service, or contact center management experience Demonstrated ability to coach and develop employees Experience managing performance metrics and service delivery objectives Preferred Qualifications Knowledge of Treasury Management products and services Experience leading a contact center, help desk, client servicing, or operations team Strong analytical, problem-solving, and decision-making skills Excellent verbal, written, and interpersonal communication skills Experience working in a fast-paced, performance-driven environment Experience supporting transformational initiatives or new team launches Knowledge of digital banking platforms and client-facing technology solutions Proven ability to balance employee engagement, operational performance, and client experience If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants . Benefits: Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following: Healthcare (medical, dental, vision) Basic term and optional term life insurance Short-term and long-term disability Pregnancy disability and parental leave 401(k) and employer-funded retirement plan Paid vacation (from two to five weeks depending on salary grade and tenure) Up to 11 paid holiday opportunities Adoption assistance Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law Review our full benefits available by employment status here . U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law. E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program . The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $75,820.00 - $89,200.00 U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures. Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies. Posting may be closed earlier due to high volume of applicants.