FedNow Operations Center (FNOC) Lead – 2nd Shift

Federal Reserve Bank of Philadelphia • Boston, MA

6d • Hybrid

About The Position

The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States. This is a 2nd shift role (4pm - 1am) EST, Saturday thru Wednesday. While working on 2nd shift, remote flexibility may be allowed if approved by the local district. Residency commutable to one of our offices is required. The following Reserve Bank locations are preferred: Boston, New York, San Francisco. We're seeking an exceptional Lead for our FedNow Operations team to provide strategic oversight and day-to-day leadership for the Federal Reserve's instant payment service. The ideal candidate will drive operational excellence, foster team development, and ensure service reliability while championing the Fed's values.

Requirements

• Bachelor’s degree with 10+ years of relevant work experience; or 15+ years of relevant work experience
• Experience leading teams within 247 support operations for a large enterprise
• Experience leading support operations for a cloud-based Service (preferred)
• Demonstrated ability to inspire, mentor and motivate analysts on high-performing teams
• Experience leading through ambiguity and complexity in a rapidly evolving environment
• Track record of leading inclusive teams where diverse perspectives are valued
• Experience fostering accountability while maintaining psychological safety
• Proactively faces difficult issues and supports others who do the same
• Strong analytical and problem-solving skills with a demonstrated ability to quickly gather, analyze, and synthesize information
• Initiative and innovation toward improving customer experience leveraging cutting edge technology
• Strong organizational and time management skills
• Ability to work in a demanding environment and handle multiple competing priorities
• All applicants must have resided in the United States for at least three (3) years.

Nice To Haves

• Expertise with ISO20022 messages
• ITIL certification
• Expertise using ServiceNow or similar tools within a large enterprise
• Expertise using Application monitoring tools
• Expertise within support operations spanning multiple contact channels
• Expertise within support operations for a cloud-based Service

Responsibilities

• Develop and maintain deep expertise on the FedNow Service, staying abreast of industry trends and best practices
• Facilitate high pressure troubleshooting calls with customers on Production issues
• Ensure the continuous 24/7/365 seamless operation of the FedNow instant payment service
• Independently identify gaps within the FedNow ecosystem and proactively propose solutions
• Lead, develop, and mentor a diverse team of analysts, fostering a culture of continuous learning, innovation, and operational excellence
• Collaborate with cross-functional teams to enhance service delivery, resolve complex issues, and drive strategic initiatives
• Translate strategic priorities into actionable operational plans, ensuring alignment with organizational goals
• Identify and implement process improvements to enhance the efficiency and reliability of the FedNow Service
• Develop and implement metrics and reporting frameworks to measure and communicate operational performance
• Manage incident response for critical payment system disruptions, ensuring minimal impact on service delivery
• Represent the FedNow Operations team in leadership forums and strategic initiatives, advocating for the team’s needs and contributions
• Maintain a commitment to delivering a world-class, end-to-end customer experience
• Develop knowledge documentation, training materials, and automation ideas to improve customer experience
• Demonstrate flexibility and adaptability to support organizational growth through multiple roles

Benefits

• The Federal Reserve believes in salary transparency. The final salary and offer will be determined by the applicant’s background, skills, internal equity, and alignment with market data. Whether you’re developing into the job or are a more seasoned candidate, we aim to pay competitively.
• The Federal Reserve Bank of Boston is committed to a diverse and inclusive workplace and to provide equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.
• All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
• For this job, any offer of employment is contingent upon successfully passing a two-phase security screening. The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks. The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position. Depending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior