Position SummaryThe Service Delivery Manager is responsible for leading the Commercial Services Service Delivery team, ensuring exceptional client support and operational excellence across onboarding, Level 2 (L2) support, and service delivery functions. This role oversees a team responsible for resolving complex client issues, facilitating implementation and onboarding of treasury management products, and supporting cross-functional initiatives related to product and project management.
The ideal candidate is a customer-focused leader with experience managing service operations, improving processes, and partnering across Sales, Product, Operations, and Technology to deliver an outstanding client experience.
Key ResponsibilitiesLeadership & Team Management- Lead, coach, and develop the Service Delivery team responsible for L2 support, treasury product onboarding, and operational service delivery.
- Establish performance expectations and provide regular feedback to ensure high-quality service and employee development.
- Foster a culture of accountability, collaboration, continuous improvement, and customer-first service.
Service Delivery & Customer Support- Oversee the resolution of escalated Level 2 customer support issues, ensuring timely and effective problem resolution.
- Monitor support queues and team workloads to ensure service level agreements (SLAs) are consistently achieved.
- Drive exceptional customer service by identifying trends, addressing root causes, and implementing proactive solutions.
Treasury Product Onboarding- Manage the end-to-end onboarding process for treasury management products and services.
- Ensure new client implementations are completed accurately, efficiently, and in accordance with established timelines.
- Partner with clients, Sales, Operations, and Product teams to deliver a seamless onboarding experience.
Operational Excellence & Process Improvement- Analyze support and onboarding metrics to identify opportunities for operational efficiencies and improved client experiences.
- Develop reporting and dashboards that provide visibility into team performance, service quality, onboarding timelines, and operational trends.
- Lead continuous improvement initiatives to streamline workflows, reduce risk, and enhance service delivery.
Cross-Functional Partnership- Collaborate closely with Product Management to provide customer feedback, identify enhancement opportunities, and support product releases.
- Partner with Sales and Relationship Management teams to ensure a consistent and positive client experience throughout the customer lifecycle.
- Support broader departmental initiatives, including product launches, operational projects, and process improvement efforts.
Governance & Compliance- Ensure team adherence to internal policies, procedures, regulatory requirements, and risk management standards.
- Develop, maintain, and continuously improve operational documentation, process guides, and standard operating procedures for treasury products.
- Promote operational consistency through documentation, training, and knowledge management.
Required- Bachelor's degree in Business, Finance, Information Systems, or a related field, or equivalent work experience.
- 5+ years of experience in customer service, service delivery, treasury management operations, banking operations, or client support.
- 2+ years of people leadership or supervisory experience.
- Experience managing Level 2 support functions, client onboarding, operations, or implementation teams.
- Strong analytical and problem-solving skills with experience using metrics to drive decision-making.
- Excellent communication, presentation, and relationship management skills.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong proficiency with Microsoft Office, particularly Excel and PowerPoint.
Preferred- Experience supporting Treasury Management products and services.
- Knowledge of commercial banking operations and treasury management solutions such as ACH, Wire Transfer, Positive Pay, Remote Deposit Capture, Lockbox, Integrated Payables, and online banking platforms.
- Experience with project management methodologies or product management initiatives.
- Familiarity with CRM, ticketing, and workflow management systems.
Success in this RoleA successful Service Delivery Manager will:
- Deliver exceptional client experiences through responsive and effective service delivery.
- Build a high-performing, engaged team focused on accountability and continuous improvement.
- Use operational metrics and data to improve efficiency, reduce client friction, and optimize onboarding and support processes.
- Develop strong partnerships across Sales, Product, Operations, and Technology to enhance treasury service delivery.
- Ensure operational excellence through consistent execution, process documentation, compliance, and continuous refinement of procedures.
