Federal Reserve Financial Services Manager, Operations Customer Testing Services

Federal Reserve System•St. Louis, MO

1d•Onsite

About The Position

The Federal Reserve Bank of Atlanta's Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions. FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the FedNow instant payment service. Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of FRFS customers across the United States. Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff. The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission. Onsite work is an essential function of this position, and you are required to be onsite according to the schedule set by your management. This role involves being a people manager to lead and provide oversight to the Wholesale Testing Services (WTS) team to deliver exceptional customer support and thought leadership to several critical initiatives planned in coordination with several areas across the Federal Reserve System. We are seeking a leader who can execute with a customer focus, cultivate a culture of high performance and high care, make and communicate decisions broadly based on data, and be a strong partner with product/relationship management professionals.

Requirements

Minimum 8 years related operations, professional, and/or call center experience, to include supervisory/management experience preferred.
Demonstrated ability to build trust and influence across organizational boundaries without direct authority.
Proven track record of strategic thinking and translating strategy into operational execution.
Excellent oral and written communication skills; demonstrated operations or call center management and leadership abilities, including managing multiple operations; proficiency using standard business applications and software; strong ability to conceptualize, plan, develop, and coordinate large scale, complex projects and manage multiple operations.
Weekend work twice a month for occasional testing will be required.
This position provides support for the Treasury fiscal agency functions, is risk rated MEDIUM, and as such requires the incumbent be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency in any visa category.

Nice To Haves

Bachelor’s Degree or 4 years equivalent experience preferred.

Responsibilities

Lead and develop a high-performing team of individual contributors through effective mentorship, performance management, regular coaching conversations, and individualized development planning that drives both team success and career growth
Build and maintain trusted partnerships with stakeholders, customers, and cross-functional teams by modeling strong leadership competencies, effective communication practices, and stakeholder engagement across all organizational levels
Drive strategic planning and execution by contributing to department strategy development, implementing innovative solutions to complex business challenges, and ensuring proper resource alignment across the organization
Champion people strategy initiatives focused on retention, engagement, and leadership development while fostering a culture of continuous improvement and organizational learning
Proactively identify and resolve operational challenges using sound decision-making processes, leveraging team capabilities, and delivering outcomes that drive measurable business value.
Ensure team deliverables and customer performance data meet stakeholder requirements by providing clear guidance, removing obstacles, and maintaining accountability for results
Plans and directs operational functions for multiple areas that may cross multiple shifts and physical locations.
Communicates and collaborates across functions and/or shifts to resolve complex issues.
Demonstrates and develops leadership competencies as a core expectation.
Provides leadership to staff.
Develops, motivates, and evaluates performance of staff, which includes managing staff to identify developmental assignments and training opportunities, working with individuals on their career goals, delegating responsibilities, providing timely feedback and evaluating performance on any of the preceding duties.
Plays a key role in the full cycle of employment matters, including but not limited to those involving hiring, retention and performance optimization, salary recommendations, and decisions related to the termination of employment, as well as the documentation of these matters.
Makes decisions on moderate to complex business problems with limited oversight.
Assists department officers and the management team to develop a business/strategic plan and formulate, implement, and measure outcomes of the plans and goals for the department.
Assists in developing team goals and objectives that effectively advance the goals and objectives of the department.
Leads the development of reports and presentations that effectively communicate metrics, risk, progress and status.
Recommends metric changes to maximize operational effectiveness and promote accomplishment of objectives.
Assists in directing the development of reporting and analysis to support the strategic plan of the department and the Bank and as requested by appropriate management and auditors.
Adjusts communication approaches based on audience needs (technical vs. non-technical, operational vs. strategic).
Ensures that customer service outcomes are achieved.
Actively seeks information about new developments and initiatives that affect multiple operations, and distributes the information throughout the organization, as needed.
Determines impact and makes appropriate and timely recommendations.
Leads and/or participates in department, Bank, District, and FRS work groups and projects in support of strategic initiatives.
May provide work direction and contract management for external vendors and/or contractors in coordination with procurement and Talent and Engagement (T&E).
Performs other duties as assigned.