Payments Operations Leader, Transformation & AI

U.S. Bank; Atlanta (GA); On-site; USD 164,000 - 193,000; Full time

Job summary

U.S. Bank is seeking an Operations Group Manager, Payments Operations, a senior executive entrusted with defining and leading the end-to-end payments operating model.

You will drive enterprise-scale transformation across payments operations, service delivery, and digital adoption in a technology-enabled, real-time environment. The role collaborates across business, operations, technology, risk and product to deliver measurable outcomes, governance, and a resilient operating framework while

Qualifications

• Bachelor's degree or equivalent combination of education and relevant professional experience.
• 10+ years of progressively responsible experience in banking, financial services, payments, operations, technology, or a related discipline.
• Significant senior leadership experience managing large, complex operational organizations.
• Demonstrated experience developing and executing enterprise or business-line strategies and large-scale transformation initiatives.
• Experience leading through senior managers and influencing across multiple organizations and executive stakeholder groups.
• Experience applying AI, intelligent automation, workflow technology, and data analytics to operational processes.
• Experience with workflow and service-management platforms such as ServiceNow.

Responsibilities

• Define and execute a comprehensive, multi-year strategy for Payments Operations aligned with broader business, client, technology, and risk priorities.
• Build a connected, end-to-end payments ecosystem that increases consistency across payment products, rails, operational processes, and servicing capabilities.
• Establish an integrated operating model that connects strategy, execution, service delivery, technology, data, controls, and client experience.
• Evaluate the existing operating environment and identify opportunities to simplify processes, reduce fragmentation, eliminate manual work, and increase scalability.
• Develop appropriate performance measures, governance structures, and executive reporting to demonstrate operational effectiveness and strategic progress.
• Lead significant organizational and operational change while maintaining strong execution and service continuity.
• Drive a consistent end-to-end client and partner experience across the payments organization.
• Establish measurable service outcomes and accountability for performance across operational and partner teams.
• Identify friction points throughout the payments lifecycle and develop strategies that improve client experience, responsiveness, transparency, and resolution times.
• Partner across product, sales, relationship management, technology, risk, and operations to ensure the operating model supports both client expectations and business objectives.
• Champion digital adoption and leverage technology to simplify client and partner interactions.
• Design and strengthen an enterprise-wide escalation framework that enables faster issue identification and resolution, clear ownership, and end-to-end transparency.
• Establish governance for complex operational issues and ensure appropriate accountability across Payments Operations and partner organizations.
• Advance the use of platforms such as ServiceNow to create scalable escalation management, workflow automation, improved visibility, analytics, and reporting.
• Establish clear protocols for Level 2 and Level 3 issue management, escalation, ownership, root-cause identification, and closure.
• Develop performance metrics that measure issue resolution, recurring operational themes, service quality, and effectiveness of corrective actions.
• Develop and execute an operations technology strategy that supports the future-state payments ecosystem.
• Advance AI and automation initiatives, including capabilities such as SkanAI, to improve operational efficiency, accuracy, scalability, and service delivery.
• Identify opportunities to automate highly manual operational processes and redirect capacity toward higher-value activities.
• Partner closely with technology leadership to establish priorities, technology investments, implementation roadmaps, and measurable business outcomes.
• Drive adoption of digital tools and capabilities across Payments Operations.
• Strengthen technology resiliency and operational readiness to support highly available and business-critical payment services.
• Develop an operating strategy that supports greater integration and consistency across payment rails.
• Partner with product and technology organizations to ensure operational readiness for new and evolving payment capabilities.
• Identify opportunities to standardize processes, controls, data, servicing, and investigations across payment types.
• Establish scalable processes that can accommodate continued changes in the payments landscape without creating unnecessary operational complexity.
• Drive adoption of the Payments Data Mart and establish data-driven decision-making across the function.
• Establish a strategy for using operational data to improve decision-making, client service, capacity planning, risk management, and performance measurement.
• Improve data coordination across payments business lines and supporting organizations.
• Develop meaningful executive-level performance measures and insights for visibility into service quality, operational health, trends, risks, escalations, and improvement opportunities.
• Establish a centralized operating model for payment investigations.
• Oversee strategy for investigation intake, routing, research, escalation, clearing, and resolution.
• Coordinate complex payment investigations with core teams to improve resolution speed and accountability.
• Create consistency in investigation procedures, service expectations, controls, and client communication.
• Leverage workflow technology, data, AI, and automation to improve investigation routing, research, decision-making, and resolution.
• Establish centralized oversight, governance, performance metrics, and quality standards across payment investigations.
• Provide strategic oversight for data integration setup and servicing capabilities.
• Lead efforts to consolidate data integration setups and support capabilities for scale and consistency.
• Strengthen coordination of data requirements across payments lines.
• Ensure implementation and servicing processes provide consistent experience from onboarding to ongoing support.

Skills

Executive leadership

Strategic planning

Automation & AI

Workflow automation

Education

Bachelor's degree or equivalent combination of education and relevant professional experience

Tools

ServiceNow

Job description

U.S. Bank is seeking an Operations Group Manager, Payments Operations, a senior executive entrusted with defining and leading the end-to-end payments operating model.

You will drive enterprise-scale transformation across payments operations, service delivery, and digital adoption in a technology-enabled, real-time environment. The role collaborates across business, operations, technology, risk and product to deliver measurable outcomes, governance, and a resilient operating framework while