Vice President, Customer Support Team Lead

Mizuho Financial Group Inc.; New York (NY); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Discretionary bonus

Medical plan

Dental plan

401K plan

Job summary

Mizuho Financial Group Inc. is seeking a Vice President to lead the Customer Support Team in New York, overseeing client support, onboarding, and incident coordination for transaction banking products.

The role requires strong leadership, cross-functional collaboration, and a focus on delivering timely client outcomes. You will manage training, inquiries, and escalation handling, partnering with Product, Operations, Technology, and Risk.

Qualifications

• Bachelor’s degree or equivalent required.
• 7+ years of transaction banking client service, treasury services, or related experience.
• Proven team leadership and ability to coach staff.
• Strong knowledge of transaction banking products and digital channels.
• Experience with client-service or case-management technology is a plus.

Responsibilities

• Lead Customer Support team and manage day-to-day support for clients.
• Coordinate incidents, escalations, and service disruptions; communicate status and resolutions.
• Oversee client onboarding, training, and communications for online channels.
• Monitor metrics, perform root-cause analyses, and drive service-improvement actions.
• Maintain controls, evidence, access procedures, and risk remediation.

Skills

Leadership

Client communication

Problem solving

Cross-functional coordination

Analytical skills

Judgment / prioritization

Microsoft 365

Case-management tools

English & Japanese

Education

Bachelor’s degree or equivalent

Tools

Microsoft 365

Case-management software

Channel-support tools

Job description

## Vice President, Customer Support Team LeadApply: New York, NY (1271 AOA/6th Ave): Full time: Posted Today: R7404**Department:** Global Transaction Banking Division Americas**Function:** Client Experience - Customer Support **General Department Description**Global Transaction Banking Division Americas provides transaction banking solutions across payments and collections, cash and liquidity management, trade finance, supply chain finance, commercial card, receivables finance, and related treasury capabilities. The division serves corporate clients across the Americas and works closely with Coverage, Product, Technology, Operations, Risk, and Mizuho’s global network. **Summary**The Vice President, Customer Support Team Lead leads the Customer Support team and day-to-day technical and operational support for clients using transaction banking products and online channels. The role manages service delivery, client training, inquiry and escalation handling, incident coordination, reporting, controls, workload distribution, and continuous improvement, partnering across Client Experience, Product, Operations, Technology, Sales, Risk, and other stakeholders to deliver timely and consistent client outcomes. **Principal Duties and Responsibilities*** Service leadership: Manage inquiry volumes, open cases, training requests, escalations, recurring issues, workload allocation, and service delivery against agreed standards.* Client support and training: Oversee accurate and timely support, demonstrations, onboarding assistance, and client communications for applicable online channels and services.* Incident and escalation management: Lead coordination during service disruptions, operational incidents, suspected fraud matters, and complex client issues; ensure clear status, action, and resolution communications.* Reporting and improvement: Monitor case aging, response quality, recurring issues, and client reports; sponsor root-cause analysis, standardization, automation, and service-improvement actions.* Risk and controls: Maintain effective procedures, evidence, access-administration controls, records, escalation protocols, and timely remediation of identified issues.* Team leadership: Set priorities and individual objectives, coach team members, review quality, manage capacity, and support performance and development discussions. **Qualifications*** Education: Bachelor’s degree or equivalent relevant education required.* Professional Experience: At least seven years of relevant transaction banking client service, treasury services, cash management operations, implementation, onboarding, or related financial-services experience, including demonstrated team leadership.* Product Knowledge: Strong working knowledge across transaction banking products, including cash management, payments, collections, liquidity, deposits, trade finance, commercial card, digital channels, account services, and client onboarding* Leadership: Demonstrated experience managing client-service professionals, allocating work, coaching team members, and handling complex corporate-client escalations.* Skills: Strong client communication, judgment, prioritization, analytical, problem-solving, conflict-resolution, and cross-functional coordination skills.* Technology: Proficiency in Microsoft 365 and familiarity with service, case-management, reporting, and channel-support tools.* Language: English and Japanese required.* Travel: Ability to travel as required based on client, business, and stakeholder needs. **Preferred Qualifications**Experience supporting large corporate or multinational clients; experience with client-service or case-management technology, digital-channel administration, payment investigations, process improvement, or user acceptance testing; and a relevant treasury or payments certification. **Work Location**This role is based in New York, NY. Work arrangement expectations will be determined in accordance with applicable policies and business needs*The expected base salary ranges from $110,000 - $160,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, including Medical, Dental and 401K plans, successful candidates are also eligible to receive a discretionary bonus.*