VP, Customer Support & Operations Leader

JAC Recruitment; New York (NY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Job summary

JAC Recruitment is seeking a VP - Customer Support Team Lead in New York, NY. You will lead the day-to-day technical and operational support for transaction banking clients, overseeing service delivery, training, inquiries, and incident coordination.

Ideal candidates bring seven+ years in client service within financial services, strong leadership, and deep knowledge of cash management, payments, and onboarding across digital channels.

Qualifications

• Bachelor's degree or equivalent relevant education.
• Minimum seven years of experience in transaction banking client service or related financial services functions.
• Demonstrated experience leading teams within a client-service environment.
• Strong working knowledge across transaction banking products and client onboarding.

Responsibilities

• Lead and manage the Customer Support team to handle inquiries, escalations, and service delivery.
• Oversee accurate and timely client support for online channels and services.
• Coordinate onboarding, client communications, and demonstrations for supported products and services.
• Lead incident response during disruptions and manage complex client issues.
• Communicate status updates, action plans, and resolutions during incidents.
• Monitor case aging, recurring issues, and client reporting requirements.
• Drive root-cause analysis, standardization, and process improvements.
• Maintain procedures, access controls, records, and escalation protocols.

Skills

Leadership

Client service

Team management

Communication

Stakeholder management

Problem solving

Strategic planning

Travel flexibility

Education

Bachelor's degree

Tools

Microsoft 365

Job description

JAC Recruitment is seeking a VP - Customer Support Team Lead in New York, NY. You will lead the day-to-day technical and operational support for transaction banking clients, overseeing service delivery, training, inquiries, and incident coordination.

Ideal candidates bring seven+ years in client service within financial services, strong leadership, and deep knowledge of cash management, payments, and onboarding across digital channels.