Customer Operations Manager - Financial Services

Overview

A growing financial institution is seeking a Customer Operations Manager to help build and enhance its client service framework during a period of significant growth and transformation. This newly created role will play a critical part in developing scalable customer service processes, case management programs, workflow automation, and service delivery standards designed to elevate the overall client experience.

The ideal candidate will bring a blend of customer experience, operations, project management, and process improvement expertise, along with a passion for creating efficient, client-centric solutions.

Key Responsibilities

• Lead and support customer service initiatives associated with client onboarding, account transitions, and organizational growth initiatives

• Oversee the coordination, tracking, escalation, and resolution of client inquiries, service requests, and operational issues

• Serve as a central liaison between business units, operations, compliance, technology, and other internal stakeholders to ensure a seamless client experience

• Assist in the development and management of a formal case management program utilizing CRM and workflow technologies

• Design and enhance workflows for case intake, routing, categorization, escalation, tracking, reporting, and resolution

• Partner with technology teams and business stakeholders to support CRM implementation, optimization, and adoption initiatives

• Support the implementation and ongoing refinement of automation tools, AI-enabled service solutions, and chatbot technologies

• Develop and maintain reporting related to service metrics, client trends, case management performance, and operational effectiveness

• Identify opportunities to streamline processes, automate workflows, and improve service delivery standards

• Collaborate across departments to support operational transitions, integrations, and process improvement initiatives

Qualifications

• Bachelor’s degree in Business Administration, Finance, Operations Management, Information Systems, Communications, or related field preferred

• 5+ years of experience in customer experience, banking operations, case management, project management, or related operational functions

• Bilingual English & Spanish required

• Strong analytical, organizational, and problem-solving skills

• Excellent written and verbal communication abilities

• Proven ability to manage multiple priorities and deadlines in a fast-paced environment

• Experience with CRM platforms, workflow systems, case management tools, or service automation technologies preferred

• Experience within banking, financial services, or a highly regulated industry preferred

• Familiarity with workflow automation, AI-enabled service tools, or chatbot implementations is a plus

• Experience supporting business integrations, operational transitions, or client migrations is highly desirable