Head of Strategic and Engagement Services

U.S. Bank; Tempe (AZ); On-site; USD 170,000 - 200,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

Parental leave

401(k) and retirement plan

Paid vacation

11 paid holidays

Adoption assistance

Sick and Safe Leave

Job summary

U.S. Bank is seeking a Head of Strategic and Engagement Services to partner with business leaders and guide governance, communications, and engagement across the organization.

This senior leader will drive workforce engagement, support over 40 business lines, and oversee service delivery and operational excellence, aligning strategic priorities with execution across Operations, Technology, Product, Risk, and Finance.

Qualifications

• 15+ years of progressive leadership experience in financial services or banking.
• 10+ years leading large, cross-functional teams.
• Proven experience managing stakeholder relationships and service delivery models.
• Demonstrated success leading strategic initiatives and organizational transformation.
• Experience guiding complex operations with multiple partners and stakeholders.

Responsibilities

• Lead stakeholder engagement strategies and coordinate between Operations and business partners.
• Support 40+ business lines through middle office coordination and workflow management.
• Drive governance, communication, service reviews, and feedback to improve transparency.
• Develop engagement and culture initiatives to strengthen workforce effectiveness.
• Oversee administrative and business support services, establishing standards and procedures.
• Drive process improvements, standardization, and operational excellence.
• Develop metrics and reporting to identify efficiency gains and stakeholder satisfaction.
• Lead strategic initiatives and organizational change to improve service delivery.

Skills

Leadership

Relationship management

Strategic thinking

Problem-solving

Communication

Governance & risk management

Stakeholder engagement

Change management

Organizational effectiveness

Education

Bachelor’s degree

Master’s degree preferred

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 and enabling the communities we support to grow and succeed. 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 at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Head of Strategic and Engagement Services is responsible for driving stakeholder engagement, service excellence, workforce engagement, and business support services across the organization. This role serves as a strategic partner to business leaders, ensuring effective coordination, communication, governance, and operational execution that support business objectives and enhance the overall stakeholder experience.

Key Responsibilities

• Lead stakeholder engagement strategies and serve as a primary point of coordination between Operations and business partners to ensure alignment on priorities, service expectations, and strategic initiatives
• Support 40+ business lines through middle office coordination, processing oversight, workflow management, issue resolution, and day-to-day business partnership activities
• Drive governance, communication, service review, and feedback processes to improve transparency, responsiveness, and stakeholder satisfaction
• Develop and execute engagement, communication, and culture initiatives that strengthen organizational effectiveness and workforce engagement
• Oversee administrative and business support services, establishing service standards, operating procedures, resource management practices, and performance expectations
• Drive operational excellence through process improvement, workflow optimization, standardization, and continuous improvement initiatives
• Develop performance metrics, reporting, and service measurements to identify opportunities for increased efficiency, effectiveness, and stakeholder satisfaction
• Lead strategic initiatives and organizational change efforts that improve service delivery, engagement outcomes, and business performance
• Partner across Operations, Technology, Product, Risk, Finance, and Business Line functions to ensure seamless execution of priorities and resolution of business challenges
• Ensure adherence to governance, compliance, risk management, and control requirements while maintaining a strong focus on service quality and operational effectiveness

Education

• Bachelor’s degree in Business Administration, Finance, Operations Management, Organizational Leadership, Communications, or a related field
• Master’s degree preferred

Professional Experience

• 15+ years of progressive leadership experience within financial services, banking, operations, client services, consulting, or a related industry
• 10+ years leading large, complex organizations and cross-functional teams
• Proven experience managing stakeholder relationships, service delivery models, operational support functions, and business engagement activities
• Demonstrated success leading strategic initiatives, organizational transformation, and process improvement programs
• Experience supporting complex operational environments with multiple business partners and stakeholders

Leadership Qualifications

• Strong leadership, relationship management, and influencing skills
• Ability to build trusted partnerships across all levels of the organization
• Exceptional strategic thinking, problem-solving, and decision-making capabilities
• Demonstrated ability to lead through complexity, ambiguity, and organizational change
• Excellent communication, stakeholder management, and organizational effectiveness skills
• Strong understanding of client service, middle office operations, workflow management, service delivery, governance, and operational excellence

Location Requirements

This role requires working from a U.S. Bank location three (3) or more days per week.

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: $170,255.00 - $200,300.00

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.