Business Support Manager - Communications - Vice President
On-site · Elgin, Illinois, United States
Job Summary
Senior Business Support Manager in Communications for Consumer and Community Banking leads day-to-day production support and operational stability across critical platforms. Owns operational governance and controls execution with risk/audit/compliance partners. Manages end-to-end operations for document and letter processing services, driving timely, accurate processing and continuous service improvement. Builds and reports on operational metrics, strengthening release readiness, incident management, and cross-functional collaboration with engineering and product teams to improve stability and reduce incidents. Focuses on accountability, coaching, and driving continuous improvement through runbooks, governance routines, and executive-level communications.
Required Qualifications
- 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.
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