Treasury Help Desk Operations Lead

Jobtailor; Oregon (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in the United States is seeking a senior operations leader to manage and develop a Help Desk team delivering Treasury Management support across digital banking products.

You will coach a ~10-person team, drive performance metrics, ensure service levels, and collaborate with internal partners to deliver a seamless client experience. This role demands strong leadership, analytical thinking, and a customer-centric mindset.

Qualifications

• Bachelor's degree or equivalent work experience.
• Strong leadership and coaching experience.
• Experience managing performance metrics and service delivery.
• Knowledge of Treasury Management products and services.
• Experience leading a contact center, help desk, or operations team.
• Excellent communication skills.
• Experience working in a fast-paced, performance-driven environment.
• Ability to balance employee engagement with client experience.
• Compliance with bank policies and ethics.

Responsibilities

• Lead and coach a team of about 10 Help Desk Specialists.
• Conduct performance coaching and career development conversations.
• Foster an inclusive, collaborative, high-performance environment.
• Oversee daily service ops: inbound calls, chats, and case management.
• Monitor queue performance and staffing needs.
• Ensure SLAs, productivity, and quality standards.
• Analyze metrics to identify process improvements.
• Promote a customer-centric culture focused on first-contact resolution.
• Support resolution of complex client issues and escalations.
• Collaborate with internal teams for a seamless Treasury Management experience.
• Incorporate client feedback to improve service delivery.
• Support initiatives and organizational change.
• Implement process enhancements.

Skills

Team Leadership

Performance Management

Treasury Management Knowledge

Analytical Problem-Solving

Customer Service Excellence

Education

Bachelor's degree or equivalent work experience

Tools

SinglePoint Treasury Management

Commercial Online Banking

Digital Banking Platforms

Job description

Jobtailor in the United States is seeking a senior operations leader to manage and develop a Help Desk team delivering Treasury Management support across digital banking products.

You will coach a ~10-person team, drive performance metrics, ensure service levels, and collaborate with internal partners to deliver a seamless client experience. This role demands strong leadership, analytical thinking, and a customer-centric mindset.