Head of Financial Institution, Customer Experience

Brink’s Inc

. Provide enterprise-level strategic leadership and operational oversight for Brink’s Customer Operations serving large financial institutions .

Posted 9/22/2026full-timeRemote • Texas • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strategic leadership in customer operations, with a focus on optimizing service delivery and driving continuous improvement. Possesses extensive experience in managing complex customer care operations within financial and logistics sectors.

Highest-signal resume keywords

Customer Experience ManagementProject ManagementLean/Process Improvement MethodologiesAnalytical Problem-SolvingCollaborative Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementTreasury ManagementCash ManagementCustomer Journey MappingRoot Cause AnalysisService Quality ManagementOperational OversightImplementation CoordinationPerformance ReviewProcess Improvement

Soft Skills

Interpersonal CommunicationPresentation AbilitiesRelationship BuildingConsultative SkillsProactive Leadership

Certifications & Qualifications

Bachelor’s DegreeMaster’s Degree

Industry Keywords

Customer OperationsFinancial InstitutionsArmored LogisticsLogisticsBankingContinuous ImprovementService DeliveryBack-Office OptimizationExecutive ReportingMulti-Tiered Customer Care

About the role

Key responsibilities & impact

Provide enterprise-level strategic leadership and operational oversight for Brink’s Customer Operations serving large financial institutions
Provide strategic oversight for multiple levels of management across Customer Care teams
Lead program and account management for Brink’s largest and most complex customers
Coordinate execution of new implementations and service changes with internal project teams
Act as final escalation point for customer service issues, cases, and claims across multiple regions
Drive root cause analysis and resolution planning with Continuous Improvement and Product teams
Champion customer journey mapping and continuous improvement across service touchpoints
Collaborate cross-functionally to optimize back-office and service delivery processes
Lead internal and external business reviews covering quality, performance, and strategic initiatives
Manage and develop a high-performing leadership team
Own customer communications and executive-level reporting for strategic accounts
Ensure training, profile accuracy, project readiness, service quality, issue resolution, and successful implementation across key stakeholders
Prepare for QBRs, resolve major service escalations, develop interim contracts and renewals, assess new-business feasibility and cost, and oversee implementation
Drive process improvements and efficiencies across back-office activities and service delivery

Requirements

What you’ll need

Bachelor’s degree or higher
15+ years of professional experience
7+ years in customer experience and/or service background within logistics or banking
Functional experience in project management, treasury, or cash management
7+ years in armored logistics (preferred)
Master’s degree (preferred)
Experience managing multi-tiered customer care operations in financial, banking, or logistics settings
Knowledge of lean/process improvement methodologies
Strong consultative, analytical, and problem-solving skills
Excellent interpersonal, communication, and presentation abilities
Strong business acumen and relationship-building capabilities
Collaborative leadership style with proven ability to lead large, diverse teams
Demonstrated proactive leadership with ability to anticipate needs, drive innovation, and lead change
Passion for continuous improvement and operational delivery excellence
Ability to influence decisions and outcomes across multiple levels of the organization

Benefits

Comp & perks

Equal opportunity/affirmative action employment
Drug-free workplace