Description Position Summary The Workforce Operations Team Lead is responsible for optimizing workforce performance, resource allocation, and operational effectiveness within the Commercial Card Servicing & Onboarding organization. This role serves as the central point of coordination for workload management, queue oversight, staffing optimization, reporting, and day-to-day operational execution. The leader partners closely with Servicing, Onboarding, Training, Sales, Product, and Operations teams to ensure work is assigned appropriately, service levels are achieved, client commitments are met, and organizational priorities are supported. This individual plays a critical role in creating visibility into team capacity, identifying operational risks, and driving continuous improvement initiatives that enhance both colleague and client experiences. Key Responsibilities Workforce & Capacity Management Manage daily team assignments and workload distribution across servicing, onboarding, training, and support functions. Monitor work queues, aging requests, service levels, and staffing capacity to ensure timely completion of work. Balance resources across competing priorities and adjust assignments based on business needs, client impact, and urgency. Identify workload trends and staffing gaps and provide recommendations to leadership. Operational Oversight Serve as the primary escalation point for operational workload concerns, resource conflicts, client-impacting issues, and process challenges. Monitor key performance indicators, productivity metrics, service-level attainment, workload distribution, and operational capacity. Ensure adherence to established procedures, controls, policies, and operational standards. Drive accountability for queue management, aging items, implementation timelines, and client response times. Partner with Risk, Compliance, Product, and Operations teams to identify, assess, and mitigate operational risks. Coordinate and track due diligence requests, risk assessments, audit inquiries, and control-related activities, ensuring timely and accurate completion. Support audit readiness by maintaining appropriate documentation, monitoring control effectiveness, and assisting with remediation of identified issues. Identify operational bottlenecks, control gaps, and process improvement opportunities, providing recommendations that balance risk management, client experience, and operational efficiency. Escalate material operational, compliance, or reputational risks to leadership and assist in developing corrective action plans. Process Improvement & Change Management Lead initiatives focused on increasing efficiency, transparency, and scalability within Commercial Card operations. Partner with business leaders to streamline processes and improve the client experience. Support implementation of new tools, workflows, and operational best practices. Develop and maintain operational procedures and documentation. Basic Qualifications Bachelor's degree 3+ years of banking, treasury management, commercial card, operations, servicing, or implementation experience. 3+ years experience managing operational workflows, queues, staffing assignments, or resource allocation. 3+ years experience coordinating due diligence activities, operational risk management, audits, or control-related processes. 3+ years knowledge of banking regulations, regulatory requirements, compliance standards, and operational controls. 3+ years Commercial Card experience. Preferred Qualifications: Strong analytical and reporting skills. Strong communication and organizational skills. Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay) Yes Workplace Type: Office Our Approach to Office Workplace Type Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team. Huntington is an Equal Opportunity Employer. Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Note to Agency Recruiters: Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration. Welcome to Huntington! At Huntington, we look out for people. From reinventing banking with game-changing innovations to building an internal culture that creates lifelong bonds, together, we can make people’s lives better. And amazing things happen when we look out for each other. We prove it every day. Whether it’s helping a colleague or collaborating on a new tool that will revolutionize the way people save money, our actions can have a huge impact. Our colleagues look out for people with a Can-Do Attitude, Service Heart and Forward Thinking. Those are our values—simple but powerful. Each of them pushes us do the right thing, to do right by people. Because people are what matter. If that sounds like you, we hope you’ll apply to join our team. If you’d like to learn more about how Huntington looks out for people, visit https://www.huntington.com/lookingout We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of this site or if you require a reasonable accommodation to apply for a job or to perform the essential functions of the job, please send an email to HuntingtonCareers@Huntington.com Reasonable Accommodations Reasonable Accommodations Various methods will be used throughout the recruitment process to verify candidate authenticity. Any interviews conducted virtually must be joined from a distraction-free environment, with the candidate on camera and without the use of virtual backgrounds. EEOC Disclaimer Know Your Rights CA Data Privacy CA Data Privacy Rights Tobacco Disclaimer Tobacco-Free Hiring Practice Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.