Delivery Leader - Banking Operations

Emerge; Tempe (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Emerge seeks an experienced Delivery Leader to oversee banking operations with a customer-driven focus. You will guide a team of about 70-80 staff, manage client relationships, and handle escalations to ensure delivery aligned with KPIs and SLAs.

The role requires hands-on dispute and chargeback experience, plus planning, coaching, and process improvements to strengthen performance. Strong knowledge of banking guidelines and accounting is preferred.

Qualifications

• 12-14 years in Banking Operations, including leadership experience.
• 8+ years as a manager in voice/contact centre or back-office banking ops.

Responsibilities

• Lead day-to-day back-office operations and component KPIs, SLAs, and attrition targets.
• Build and maintain strong client relationships and resolve escalations.
• Lead 70-80 employees, review performance and drive training.
• Identify improvements and lead implementation of changes.
• Collaborate with HR, Facilities, Training, IT, and Network teams to support delivery.

Skills

Client relationship management

Escalation management

People management

Delivery against KPIs/SLAs

Banking regulations knowledge

Accounting basics

Financial spreading

Credit risk analysis

Education

Bachelor's degree accepted

High school diploma or equivalent

Job description

Emerge is looking for an experienced Delivery Leader to oversee banking operations in a customer-driven environment. You will lead a team of approximately 70-80 employees, manage client relationships and escalations, and ensure consistent delivery against defined KPIs and SLAs. This role calls for a leader with hands-on dispute and chargeback experience who can strengthen performance through planning, coaching, and process improvement.

Key Responsibilities

Operations & Service Delivery: Lead day-to-day back-office operations, handle second-level escalations, and maintain performance against KPIs, SLAs, and attrition targets. Use end-to-end planning, metrics reviews, and root cause analysis to keep delivery on track.

Client Management: Build strong client relationships, resolve escalations, participate in governance calls, and partner with clients on process and service-delivery needs.

People Leadership: Build and motivate high-performing teams across a span of approximately 70-80 employees. Review performance, identify gaps, and recommend training and development.

Process Improvement: Turn operational insights into practical improvements and lead the implementation of agreed changes.

Cross-Functional Collaboration: Work with HR, Facilities, Training, IT, and Network teams to support seamless delivery.

Requirements

• 12-14 years of overall experience in Banking Operations, including at least 8 years as a manager in voice/contact centre or back-office banking operations.
• Experience managing dispute and chargeback back-office operations and teams of approximately 70-80 employees.
• Strong client relationship, escalation, and people-management skills.
• Experience delivering customer-driven operations against defined KPIs and SLAs.
• Knowledge of banking regulations and guidelines, plus working knowledge of accounting, financial spreading, and credit risk analysis.
• High school diploma or equivalent; bachelor's degree also accepted.
• English proficiency at B2 (Upper Intermediate) level across reading, writing, and speaking.

Working Hours

Operations run seven days a week, with a coverage window of 8:00 AM-11:00 PM EST. Candidates should be comfortable working within this window.

Emerge seeks, in all of its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status or any other protected characteristic or based on their relationship or association with members of a protected class. Emerge is committed to diversity in its most inclusive sense.