Senior Contact Center Leader - Vendor Oversight

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The Consumer, Business and Wealth Servicing (CBWS) contact center is a consolidated, enterprise-wide client servicing organization delivering multi-channel support across consumer, small business, partner card, and wealth segments. CBWS is undergoing a significant transformation to deliver a differentiated, relationship-focused client experience. This includes transitioning from product-aligned servicing to a specialized model structured around five high-impact focus areas, enabling deeper expertise, improved client outcomes, and scalable service delivery. To enable this transformation, CBWS is establishing an enterprise leadership structure with senior leaders accountable for driving strategic execution, operational excellence, and sustained performance across complex, multi-channel environments.

Summary (Grade 16 Scope) The Operations Manager – Vendor Oversight is an enterprise leader responsible for defining and executing the strategy for vendor-supported servicing within CBWS. This role operates with broad organizational impact, leading large-scale sourcing, migration, and vendor optimization efforts that influence multiple business lines and materially affect service delivery, cost structure, and client experience. The role provides strategic direction across vendor ecosystems, ensuring alignment to enterprise standards for quality, risk management, and operational performance. The incumbent is accountable for end-to-end vendor strategy, including sourcing, implementation, governance, and ongoing optimization. This leader operates with a high degree of autonomy, making decisions subject only to senior executive review, and serves as a key contributor to enterprise transformation initiatives.

Enterprise Vendor Strategy & Transformation Define and lead the enterprise vendor strategy for CBWS, identifying opportunities for strategic sourcing aligned to long-term business and servicing objectives Direct large-scale outsourcing and migration initiatives across multiple vendors, ensuring minimal disruption to service levels and client outcomes Lead transformation efforts to optimize vendor-supported servicing models (e.g., multi-channel, digital, specialized services) Operational Leadership & Performance Management Own performance outcomes across vendor-supported operations, including service, cost, quality, and risk Establish and enforce enterprise-level governance frameworks, controls, and performance standards across vendor partners Lead resolution of complex, high-impact service issues, ensuring timely remediation and root cause elimination Cross-Functional & Enterprise Influence Partner with senior leaders across CBWS and enterprise functions (Risk, Compliance, Technology, Product) to align vendor strategy with broader business priorities Influence operational direction across multiple business lines, shaping policies, procedures, and service delivery models Represent vendor oversight in enterprise forums, committees, and transformation programs Financial & Business Management Lead financial planning and oversight for vendor operations, including budget design, forecasting, and cost optimization strategies Drive efficiency, scalability, and return on investment across outsourced activities Monitor and report on business performance, escalating risks and opportunities through executive-level communication Talent & Organizational Leadership