Consumer Money Team Leader

Responsibilities

• Lead a Tier 2 Money Advanced Care team of 10–12, delivering high-quality support across Money Services, including banking, disputes, money movement escalations, and other advanced care work.
• Oversee complex case resolution across disputes, cash account applications, banking error investigations, funds recovery, and financial institution escalations, with a focus on timely, accurate, and customer-centered outcomes.
• Serve as a subject matter expert in banking and money movement operations, coaching team members to navigate nuanced cases with precision, empathy, and sound judgment.
• Drive operational excellence by leading initiatives, aligning resources to business goals, and using data to improve workflows, tools, and team performance.
• Build a culture of continuous development and continuous improvement through coaching, feedback, process design, and scalable solutions that reduce customer friction and repeat contacts.
• Partner cross-functionally to advance high-impact improvements, translate company priorities and OKRs into team execution, and support broader business goals.
• Champion adoption of AI, automation, and strong incident management practices, helping the team evolve how work gets done while elevating issues affecting Gusties and customers.
• Show strong leadership through planning, decision-making, and execution, consistently operating with next-level impact in alignment with role and craft expectation.

Requirements

• Deep expertise in payroll operations, banking, and financial services, including tax filings, payroll corrections, off-cycle runs, ACH and wire activity, disputes, funds recovery, and regulatory compliance.
• Strong experience resolving high-stakes customer and partner issues with sound judgment, urgency, and care in regulated financial environments.
• Proven success coaching and developing people, building thoughtful growth plans, and creating high-performing teams.
• Strong continuous improvement mindset, with a track record of using data, AI, automation, and better workflows to improve quality, efficiency, and customer outcomes.
• Passion for building a customer-forward care organization known for creative problem solving, operational excellence, and exceptional service.