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, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. 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. Try new things, learn new skills and discover what you excel at—all from Day One. As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. **Job Description** **_About the team:_** Global customer assurance spans several of the bank’s key business lines across Europe, North America & Canada. We support our customers across Elavon Merchant Services (EMS), Retail Payment Services (RPS), Community & Business Banking Operations (CBBO), 24 Hour Banking and Corporate Payment &Treasury Systems (CPTS), covering the entire banking spectrum of card issuance, merchant acquiring, mortgage, consumer lending and pre-paid cards we apply a high standard of customer service to both our internal and external customers. The Elavon North American Complaint team are responsible for working with our customers, colleagues and leadership in both North America and Canada to investigate all customer and regulatory complaints, ensuring fair customer outcomes. Given the organizations diverse business activities and regulatory authorization the team must align fully to a wide range of regulations, consumer protection codes, legislation, and laws. Our geographical spread, cross business line support model and multi-disciplined team members foster a unique culture where our people are our priority, and our customers our mission. Supporting programmes across 12 different countries and 9 languages we have developed a diverse, inclusive, and collaborative working environment. **The Role:** **Complaint Manager MPS North America** Reporting to the Head of Customer Assurance (Europe), the role holder will be a leader responsible for the management and day-to-day operations of the Elavon Complaints Management team North America. This role is critical in terms of the organizations ongoing ability to full comply with the rigors of procedures, policies and regulations which are fundamental to Elavon’s regulatory Authorization and adherence to consumer protection standards all whilst ensuring a customer focused culture continues to be embedded across the team. Step into a dynamic leadership role where every day brings new challenges and opportunities! The role will include but not be limited to: + As Complaint Manager, you’ll drive the operational excellence of the North American Complaints team, ensuring SLAs, OKRs, and regulatory standards are consistently met. + You'll shape a vibrant team culture, lead a group of 5 dedicated employees located in Poland, and make a real impact on customer experience. + You’ll oversee work queues, champion efficiency, maintain robust compliance, and collaborate closely with risk and oversight partners. + Be the go-to expert for escalations, ready to address operational challenges and showcase continuous improvement. + Uphold strict adherence to regulatory timelines, ensuring that all complaint responses, documentation, and resolutions are handled within required timeframes to maintain compliance and foster trust with customers and regulators alike. + Embrace best practices across complaint investigation, escalation, and closure, benchmarking the team's performance against global standards and continually evolving procedures to reflect industry-leading approaches. + Leverage data-driven reporting to extract actionable insights from complaint trends, root causes, and resolution outcomes. Proactively collaborate with internal stakeholders independently and through Customer Advocacy Group—including risk, compliance, product, and operations teams—to identify opportunities for process improvements, address recurring challenges, and co-create innovative solutions that enhance the overall customer experience. + Build frameworks for root cause analysis in MPS NA and advocate for exceptional customer service. + As a global team player, partner across regions and business lines—supporting strategic direction, balancing workloads, and staying ahead of regulatory and technical developments. This is your chance to leave your mark and elevate the customer journey! **Basic Qualifications** + Bachelor's degree, or equivalent work experience + Typically three to five years of applicable experience **The ideal role holder will:** + Have a minimum of 3 years proven track record of managing an operations team, consistently fostering a positive culture, and ensuring tight management of workflow and SLAs to deliver efficient, timely results. + Demonstrate strong people leadership by inspiring, developing, and managing team members to achieve high performance, fostering a culture of accountability, engagement, and professional growth to maximize individual and collective potential. + Have a strong level of knowledge of payment processing, merchant services and related procedures and products. + Have a good understanding of the Regulatory Landscape including the various consumer protection codes and payments specific regulations. + Having a relevant third level qualification in a related discipline would be an advantage. Demonstrate an understanding of operations effectiveness and have a proven ability at owning and evolving operational work queues. + Able to demonstrate examples of continuous improvement and efficiencies gained. + Have strong analysis and an ability to assess impacts through operational reports taken from various feeds / platforms. The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days. 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 (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) . **Benefits** : We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine. **Posting may be closed earlier due to high volume of applicants.**