Workforce Operations Team Lead

Description The Workforce Operations Team Lead is responsible for overseeing workflow management, operational controls, quality assurance, compliance, and continuous process improvement activities for the Commercial Card Servicing & Onboarding organization. This role ensures work is completed accurately, efficiently, and in accordance with established policies, procedures, and regulatory requirements. The position serves as a central resource for operational oversight, reporting, workforce analytics, process documentation, training, and cross-functional coordination to support exceptional client and colleague experiences.

Oversee daily workflow management, workload distribution, and operational processes to ensure service levels and departmental objectives are achieved. Monitor operational performance through reporting, workforce analytics, quality reviews, and key performance indicators (KPIs), identifying trends and opportunities for improvement. Ensure all servicing and onboarding activities are conducted in accordance with established policies, procedures, regulatory requirements, and internal controls. Promote a culture of due diligence, accountability, risk awareness, and accurate documentation across all operational activities. Conduct quality control reviews and audits to ensure work is completed accurately, consistently, and in compliance with company standards and expectations. Manage and coordinate the resolution of complex client, operational, and servicing escalations. Partner with frontline colleagues and subject matter experts to develop, maintain, and enhance procedures, job aids, training guides, and operational documentation, ensuring team expertise remains at the center of process improvement efforts. Coordinate training initiatives and knowledge-sharing activities to support operational consistency and adoption of best practices. Analyze workflow, capacity, productivity, and quality data to identify operational risks, resource needs, and process improvement opportunities. Lead and support special projects, system enhancements, process improvement initiatives, and business transformation efforts within Commercial Card. Act as a liaison between Commercial Card, Operations, Product, Sales, Technology, Risk, Compliance, and other business partners to facilitate communication, resolve issues, and implement solutions. Provide recommendations regarding policies, procedures, controls, reporting enhancements, and operational best practices. Prepare and distribute operational reports, dashboards, scorecards, and management updates related to workflow, quality, compliance, and performance metrics. Maintain documentation supporting operational processes, controls, procedures, audits, and risk management requirements. Perform other duties as assigned.

3+ years of experience in operations, workforce management, servicing, onboarding, quality assurance, compliance, or related functions. Bachelor's degree Preferred Qualifications Experience supporting Commercial Card, Treasury Management, Payments, Financial Services, or similar operational environments. Experience with workforce analytics, operational reporting, quality assurance, and process improvement methodologies. Strong knowledge of risk management, compliance requirements, due diligence practices, and operational controls. Experience developing procedures, training materials, and operational documentation. Strong project management, organizational, and problem-solving skills. Ability to collaborate effectively with cross-functional teams and drive process improvements through influence and partnership. Strong verbal, written, and presentation communication skills. Proven track record of improving operational efficiency, quality, compliance, and client experience. Exempt Status: (Yes   = not eligible for overtime pay) ( No   = eligible for overtime pay) Yes Workplace Type: Office Our Approach to Office