Customer Operations Manager - Financial Services

OverviewA 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 initiativesQualifications• 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