Business Practices Leader

at  US Bank National Association

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

JOB DESCRIPTION

Going forward, a clear client engagement model (“CEM”) will provide consistent guidance for customer interactions as we evolve as an organization that powers human potential. Core to our approach are customer plays that create meaningful dialogue and are rooted in standardized banker routines and toolsets. The CEM and corresponding plays will be leveraged by the full network and will be governed to ensure responsible business practices are being adopted across the business. Client Experience work will align with Business Practices.
Develops group-wide business plans; makes policies and ensures compliance; handles personnel matters; evaluates and improves operational methods and strategies to improve efficiency, effectiveness, productivity, and/or control; ensures and manages sufficient technological resources; and acts as liaison to other internal and external groups.

BASIC QUALIFICATIONS

• Bachelor’s or Master’s degree, or equivalent work experience
• 10 or more years of banking or other relevant experience
• Five or more years of management experience

PREFFERED SKILLS/EXPERIENCE

• Well-developed leadership abilities and strategic management skills
• Knowledge of unit(s) and relation to industry
  If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Client Experience / Customer Complaints:

• Lead client experience and address client concerns with a focus on resolution, satisfaction, and customer primacy.
• Identify trends/patterns in customer contacts to inform areas of opportunities to retain and deepen client relationships, including evolution of Client Engagement Model.
• Serve as primary interface with Client Experience Office to refine/update customer surveys, commission client/market research on Client Experience, and extract insights from industry studies

ESSENTIAL FUNCTIONS

Client Engagement Model:

• Define and manage the Client Engagement Model
• Design and manage (socialize, update, deploy) a standardized set of branch plays that focus on creating/updating guidance for client interactions and banker routines, and outlining the practical application of skills defined through the Client Engagement Model.
• Define the framework for product plays and influence the development and maintenance of its content across consumer products.

Client Interaction Scripts and Collateral:

• Develop responsible and empathetic talking points to ensure consistent client experience throughout the entire branch network, including calling resources that support campaigns and promos.
• Develop mixed-media assets (videos, audio, branch collateral) to bolster the impact of the plays and to be disseminated across the national franchise.
• Assess industry best practices related to retail banking management and operations, consistently calibrating business practices to drive a culture of continuous improvement on team.

Governance:

• Establish and uphold governance standards to ensure compliance with industry regulations and internal policies, including the CAT review and management process.
• Serve as primary interface with Risk, Compliance and Legal to ensure that safe, ethical and responsible practices are being adopted, and manage any potential internal stress tests/audits.
• Anticipate and respond to the heightened regulatory expectations for customer treatment, including managing UDAAP enforcement activity to avoid financial penalties and consent orders.

Client Experience / Customer Complaints:

• Lead client experience and address client concerns with a focus on resolution, satisfaction, and customer primacy.
• Identify trends/patterns in customer contacts to inform areas of opportunities to retain and deepen client relationships, including evolution of Client Engagement Model.
• Serve as primary interface with Client Experience Office to refine/update customer surveys, commission client/market research on Client Experience, and extract insights from industry studies.

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by la