The FRFS enterprise has an exciting opportunity to be a part of the FRFS Payments Operations -Customer Service function as an Assistant Vice President within Support Center Operations. In this role, the selected individual will report to the Vice President over Support Center Operations and be an integral part of leading Customer Service into the future. In partnership with the Customer Service leadership team this officer will serve as the primary officer of the 24x7 production support function for FedNow, FedACH®, Fedline, Check Services, and Wholesale (Fedwire® Funds, Securities, and the National Settlement Service).
We seek an executive leader to set vision and strategy, live our values, model our culture and drive accountability. To achieve our vision of being a high performing organization with a culture that attracts and retains top talent, we expect our leaders to be curious and agile, champion a work environment that is inclusive and open to new ideas, biased to action, and mindful of customer experience in all that we do.
Key Activities
- Lead a 24x7x365 team that supports FedACH, Checks, Wholesale (Fedwire Funds, Securities, and NSS), FedNow, and FedLine connections.
- Engage and lead when production issues arise; this may involve being available after hours and on weekends to provide oversight to production issues with a focus on external customer communications and compiling voice of the customer information/data for troubleshooting purposes.
- In partnership with the FRFS Customer Service leadership team, continue evolving support center and broader customer service responsibilities to a unified, service agnostic offering while keeping the customer experience at the forefront.
- Provide input into the technology and product development pipeline and look for new ways to streamline and enhance the customer experience and deliver best-in-class service. In consultation with other FRFS leaders, develop strategies to enhance the customer experience, and resolve customer service challenges.
- Create a strong common culture that puts the customer first with a cohesive awareness and understanding of how our customers use our services.
- Develop close relationships with key stakeholders and external partners to ensure contemporary thinking to align services with customer needs. Engage actively in industry conferences and other internal and external engagements.
- Partner with all leaders within the FRFS and colleagues throughout the System in a collaborative manner, using influence and empathy to build relationships and trust. Represent FRFS on System committees and workgroups as needed.
- Equitably and inclusively champions, mentors, and develops a highly matrixed and nationwide team to grow professionally. Demonstrates vulnerability and empathy to create a trusted environment.
- Demonstrate a strong sense of ownership and sense of urgency, embracing innovation to enhance and expedite the testing services we deliver.
What we are looking for
- Background and strong interest in payment systems is highly preferred
- Outstanding people leader and role model and demonstrated interest in serving as an active talent champion, coach, and mentor
- Strong champion of building a diverse and inclusive work environment
- Track record of successful leadership to drive results and proactively manage change in a highly matrixed and virtual team, with the ability to develop strategies and initiatives that continually improve FRFS 24x7x365 operations. Demonstrated ability for strong execution and accountability for the results.
- Strong collaboration skills with an ability to partner effectively with others in the pursuit of common goals
- Excellent change management skills, including advocating, anticipating, and orchestrating change. Creates a team culture that enables staff to achieve results in a changing environment.
Minimum qualifications
- Bachelor’s degree in business administration, or similar field of study, or equivalent work experience; MBA or similar post-graduate degree preferred
- Typically has 8+ years of business management experience, including extensive operations experience in large, complex organizations; requires 5+ years of progressive people and business leadership experience
- Experience in Federal Reserve Financial Services is preferred
Travel
The selectedcandidatewill residewithin a reasonable commuting distancedefined by theemploying Reserve Bank and will work full-time onsite.
The following Reserve Bank locations are preferred due to the concentration of FRFS team members in these locations: Atlanta, Boston, Chicago, Kansas City, Minneapolis, New York, and Richmond.
Screening:
This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.
Sponsorship: The Federal Reserve Bank System will not sponsor a new applicant for employment authorization for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Full time
Regular / TemporaryRegular
Job Exempt (Yes / No)Yes
Job CategoryWork ShiftFirst (United States of America)
