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Business Support Manager - Communications - Vice President
manager · Operations
Join a team that keeps critical platforms reliable, resilient, and ready for change. You will lead day-to-day production support and stability while driving disciplined controls execution. You will also own end-to-end operational processing for key document/letter services, ensuring timely and accurate delivery. Partnering closely with engineering and product teams, you will improve release reliability and reduce incidents. This role is ideal for a hands-on operational leader who thrives on accountability, metrics, and continuous improvement.
As a Business Support Manager, with in Communication Services in Consumer and Community Banking (CCB), you will lead day-to-day production support and operational stability across critical platforms. You will oversee controls execution to ensure risk, audit, and compliance requirements are consistently met. You will own end-to-end operations for document and letter processing services, driving timely, accurate processing and continuous service improvement. You will set clear priorities, metrics, and communications to drive operational outcomes across multiple stakeholders.
Job Responsibilities
- Lead day-to-day production support across critical platforms, ensuring service stability and rapid restoration.
- Direct incident management, including triage, communications, escalation, and post-incident follow-up.
- Own operational governance and controls execution, ensuring evidence, attestations, and routines are completed accurately and on time.
- Drive end-to-end operations for document and letter processing services, improving timeliness, accuracy, and service outcomes.
- Improve deployment reliability through standardized release readiness, runbooks, and automated checks where possible.
- Reduce recurring incidents by driving root-cause remediation, corrective actions, and prevention plans with clear owners and dates.
- Establish and report operational metrics (availability, incident rates, change success, processing timeliness) to stakeholders.
- Prioritize operational work against risk and customer impact, balancing reliability needs with delivery commitments.
- Partner with upstream/downstream teams to improve end-to-end resiliency and reduce handoff failures.
- Coach and develop team members, setting expectations for accountability, quality, and continuous improvement.
Required Qualifications, Capabilities, and Skills
- Minimum 5 years of experience in technology operations, production support, platform reliability, or a similar function.
- Proven leadership in incident management, including stakeholder communications and post-incident remediation.
- Demonstrated experience owning operational controls execution and working effectively with risk, audit, and compliance partners.
- Experience leading release/build coordination and improving deployment/change reliability.
- Strong ability to define and manage operational metrics, service level measures, and action plans.
- Demonstrated ability to prioritize across competing operational demands using risk and impact-based decisioning.
- Strong written and verbal communication skills, including executive-ready status updates.
- Experience partnering with engineering and product teams to drive stability improvements and reduce recurring issues.
- Experience developing runbooks, operating procedures, and governance routines for production environments.
- Strong people leadership skills, including coaching, performance management, and team development.
Preferred Qualifications, Capabilities and Skills
- Experience supporting high-volume, time-sensitive processing platforms with strict operational deadlines.
- Experience implementing automation and tooling to improve monitoring, release quality, or operational workflows.
- Experience leading cross-functional operational transformations (process, governance, metrics, and controls).
- Familiarity with change management practices that improve success rates and reduce production risk.
- Experience building executive dashboards and reporting that drive action and accountability.
- Preferred experience supporting more than one CCB Operations Function/Line of Business
This role is not eligible for visa sponsorship and is 5 days a week full time in office.