We are seeking a natural leader who excels at collaboration, drives business outcomes, and thrives in a fast-paced, evolving environment. The Fraud and Protection Services (FCPS) team within Consumer & Community Banking Operations provides an opportunity to protect customers and the firm while ensuring an excellent customer experience As a Vice President in FCPS Affluent Operations, you will lead an affluent client-focused team, earning trust by putting customers first and delivering strong outcomes for the firm. You will create clarity by communicating expectations, priorities, and performance measures so goals are understood at every level. You will run a disciplined operating model to improve service levels, quality, and productivity while strengthening the end-to-end customer experience. You will use data, customer feedback, and frontline insights to remove friction, improve resolution, and translate insights into measurable action. You will speak up early on risks and opportunities, mobilizing the right partners to solve problems quickly and sustain performance. You will lead with an AI-first mindset to simplify, automate, and safely augment servicing workflows while maintaining strong controls. You will work as one team across functions to execute priorities with shared ownership and speed, while observing necessary controls and governance. You will coach and develop managers, reinforce inclusive leadership, and support a culture of accountability and continuous learning for approximately ~200 employees across domestic and global locations. 

Job responsibilities 

• Lead department performance against priorities by coordinating execution across operations, product, technology, data and analytics, workforce management, training, quality, risk, and controls. 
• Establish strong operating routines with shared goals, clear decision rights, action tracking, and measurable outcomes. 
• Use metrics and disciplined performance management to identify gaps early, prioritize high-impact levers, and sustain improvements. 
• Deliver consistent results against service level, quality, and productivity targets while improving customer experience across channels. 
• Champion an AI-first approach by simplifying, automating, and augmenting work safely to improve cycle times and colleague experience. 
• Identify and prioritize opportunities such as repeat contacts, call drivers, knowledge access, after-contact work, quality insights, training acceleration, and workflow routing. 
• Ensure strong governance for AI-enabled and operational changes, including risk review, appropriate controls, solution monitoring, and continuous feedback loops. 
• Drive change adoption by embedding new capabilities into frontline workflows, enabling effective training and communications, and reinforcing standards through coaching. 
• Develop leaders and managers at scale by setting expectations, coaching performance, and building an inclusive, engaging culture. 
• Attract and retain diverse talent while supporting employee satisfaction and retention goals. 

• Manage financial performance by forecasting expenses, reviewing results, and taking timely actions to deliver against budget and operational standards. 

   

   

   

  Required qualifications, capabilities, and skills 

• Bachelors degree or equivalent work experience. 
• Minimum 5 years of operations leadership experience managing large teams. 
• Strong leadership and people management skills, with experience developing leaders and managers at scale. 
• Demonstrated track record of delivering high-impact results with a strong focus on customer experience. 

• Experience delivering strong customer experience outcomes, including analyzing NPS, complaints, and processes to reduce friction and delight customers. 

  Proven ability to drive efficiency and continuous improvement in a fast-paced environment. 

• Experience overseeing non-exempt (4xx job grade) staff on scorecards with established performance management processes. 
• Working knowledge of risk, control, and operational management concepts, including interpreting policy and procedure impacts. 
• Strong analytical and problem-solving skills, with comfort making data-driven decisions. Learning agility and the ability to adopt new and emerging technologies. 
• Strong judgment and timely decision-making in dynamic environments and Excellent written and verbal communication skills, with the ability to create clarity and influence stakeholders at all levels. 

• Excellent written and verbal communication skills, with the ability to create clarity and influence stakeholders at all levels. 

   

   

  Preferred qualifications, capabilities, and skills 

• Familiarity with Ultra High Net Worth/High Net Worth client expectations and a client-centric service model. 
• Familiarity with credit card processes and operations, as well as related bank structure and stakeholders. 
• Call center and fraud operations experience. 
• Budgeting, capacity planning, and forecasting experience. 
• Demonstrated ability to remain calm under pressure and adapt to changing needs and deadlines. 

• Experience supporting more than one CCB Operations Function/Line of Business.