Customer Assurance Project Manager

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.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description

The Customer Assurance function plays a critical role in ensuring the bank identifies, manages, remediates, and learns from operational errors in a consistent, controlled, and customer-focused manner. Through effective governance, oversight, and continuous improvement, the team protects customers, supports regulatory compliance, and drives operational excellence across the organisation.

As the Customer Assurance Project Manager, you will lead the design, implementation, and ongoing enhancement of the bank's end-to-end Error Management operating model. This role will be responsible for creating scalable, efficient, and sustainable processes that strengthen risk management, improve customer outcomes, and ensure compliance with regulatory and internal policy requirements.

This is a highly visible leadership role requiring strong operational design, programme management, governance, and stakeholder management capabilities.

Contract Type: 9 months fixed term contract

Key Responsibilities

End-to-End Error Management Framework Design

• As part of a working group, lead on the design and, implementation of an enhanced end-to-end Error Management operating model across the organisation. Work with stakeholders to define business requirements, workflows, controls, reporting capabilities, and user requirements.
• Manage project deliverables, implementation milestones, testing activities, change management, and successful operationalisation.
• Drive adoption across business lines and ensure effective embedding of new processes and technologies.
• Maximise first point of contact error resolution processes that maximise efficiency while maintaining strong customer and regulatory outcomes.

Workflow Optimisation and Process Improvement

• Maximising AI opportunities, identify process inefficiencies, control gaps, and opportunities for AI and automation.
• Lead continuous improvement initiatives using data, trend analysis, and operational insights.

Quality Assurance Framework Leadership

• Ensure best-in-class QA methodologies, sampling strategies, control assessments, and reporting standards.

Governance, Oversight and Risk Management

• Collaborate with Compliance, CRO, and senior business leadership to ensure Error Key Risk Indicators (KRIs) are accurately defined, fit for purpose, and provide meaningful oversight of the organisation's error landscape.

Stakeholder Engagement

• Build strong partnerships across Operations, Technology, Risk, Compliance, Legal, and Business teams.
• Act as the subject matter expert for Error Management processes, controls, and quality assurance activities.

Leadership and Capability Development

• Promote a strong culture of accountability, quality, risk awareness, and continuous improvement.
• Provide guidance, coaching, and expertise to colleagues involved in error management activities.
  

Key Skills & Qualifications

• Degree or equivalent work experience
• Experience leading large-scale operational transformation initiatives, including system implementations and business process redesign.
• Strong knowledge of quality assurance methodologies, operational controls, testing frameworks, and risk management practices.
• Strong influencing and relationship-building skills with the ability to engage effectively across all organisational levels.
• Ability to identify root causes, analyse trends, assess risks, and develop practical solutions to improve outcomes.
• Strong understanding of operational risk, regulatory expectations, governance frameworks, control environments, and Key Risk Indicator reporting.
• Excellent written and verbal communication skills, including preparation of executive-level reports, presentations, and governance materials.
• In depth knowledge of relevant regulatory frameworks and customer protection requirements particularly where it relates to Error Remediation including CPC, Consumer Duty, FCA principles and GDPR.
• Proven experience in managing customer remediation programmes is advantageous.

Location: Cherrywood or Arklow

• 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.

This position is not eligible for visa sponsorship.

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.

We offer a market-competitive compensation package that includes:

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.

• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.

• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).

• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.

• Employee recognition programs that celebrate achievements and milestones for all.

We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.

We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.

Closing Date

Posting may be closed earlier due to high volume of applicants.

We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.