FedNow Operations Center Lead

Federal Reserve Bank of Philadelphia•Boston, MA

29d•Onsite

About The Position

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, FedNowSM, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff. 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. Position Contributions – 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. The work week for this position is from Saturday through Wednesday. This position requires that any days during the week (Monday through Friday) are on-site with some flexibility on the weekend (Saturday/Sunday). Candidates must reside in a commutable distance from the bank.

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
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
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

Nice To Haves

Experience leading support operations for a cloud-based Service (preferred)
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 an unwavering 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