Senior Banking Ops Delivery Leader — 70-80 Team

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 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.