Operations supervisor II/III

Federal Reserve Bank of Philadelphia•Minneapolis, MN

8h•$75,000 - $110,000•Onsite

About The Position

Are you a leader who is passionate about serving a public mission? Do you have experience in leading in operations, compliance, or financial services? If working in a fast paced, dynamic environment, excites you then this could be the perfect position for you. The Federal Reserve Bank of Minneapolis is looking for an Operations Supervisor to lead a team within the Treasury Services Division. The Treasury Services Division is one of the largest divisions at the Bank, consisting of over 200 employees. As part of Treasury Services, you will contribute to the Federal Reserve Bank of Minneapolis’ mission to serve the public, by performing work as a fiscal agent to the U.S. Treasury’s Bureau of the Fiscal Service’s Retail Securities Program. Treasury Services core responsibility is providing service to the general public for any inquiries or requests related to Retail Savings Bonds. In this role, you will support a growing Savings Bonds Services Department. You will be responsible for overseeing over 15 staff and share responsibility for overall success of the department along with four other supervisors. This work includes supervising and performance management of direct staff, meeting operational objectives, driving continuous improvement in operations, and collaborating effectively with your peers, direct management, and Fiscal Service.

Requirements

Bachelor’s degree in business management or a related field, or equivalent combination of education and experience.
Supervisory or equivalent experience in an operations function, call center function, or related functional area (minimum of 3 years for Operations Supervisor II and minimum of 5 years for Operations Supervisor III).
Experience to include leadership, coaching, and staff development as well as collaborating with others to accomplish tasks.
Demonstrated analytical, project management, and problem-solving skills; oral, written, and interpersonal communication skills; organizational and planning abilities; thinking and judgment skills.
Proficiency using automated tools and business applications that support ongoing operations.
Demonstrates 9th District core values of: Service, Integrity, Inclusion, Initiative, Accountability, and Objectivity.
Must be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency

Responsibilities

Supervises and coordinates the activities of staff to ensure optimal day-to-day operating objectives are met while longer-term projects and objectives are achieved.
Provides work direction, mentoring, and leadership to staff.
Coaches and develops staff by communicating performance expectations, providing ongoing performance feedback, conducting performance reviews, and ensuring training and development plans and programs are implemented to address individual and team needs.
Makes recommendations to department management pertaining to employee recognition, hiring, salary, and disciplinary actions.
Develops and maintains a high level of customer satisfaction through well-trained and knowledgeable staff.
Independently resolves routine to moderately complex problems for internal and external customers. Escalates more complex issues and concerns as appropriate.
Identifies, analyzes, and recommends new or enhanced procedures to improve effectiveness and efficiency of operations.
Ensures integrity of controls, regulations, and guidelines.
Communicates timely and effectively with staff and others about decisions affecting teamwork, processes, resources, and other areas of responsibility.
Collaborates with business partners to effectively achieve goals and objectives.
Monitors key unit metrics (e.g., quality measures, productivity, service level objectives, volumes, etc.) against plan, and adjusts resources in consultation with management as appropriate.
Audits, reviews and/or monitors operational processes and relevant controls, standards, regulations, policies, and procedures to ensure consistent application and compliance. Makes recommendations and implements changes as appropriate.
May analyze and evaluate business needs, assess benefits and risks, and recommend technical and/or business solutions. Reports exceptions or significant variances and escalates accordingly.
Participates in and/or may lead Department, Bank, and/or System work groups.
Monitors and tracks expenses within Department budget and approves expenditures within delegated authority limits.
Serves as a resource to Information Technology staff, Ninth District business lines, FRS business lines, and National IT.
Encourages creativity and actively encourages diverse points of view, developing new ideas or innovative approaches to department work processes, while considering the Bank's existing culture.
Performs other duties as assigned.
Independently resolves complex and/or non-routine problems for internal and external customers and escalates issues and concerns of the highest level of complexity as appropriate.
Assists management in conducting feasibility studies on new or improved technologies.
Establishes goals for improving key unit metrics.
Creates and provides a variety of written communications, including customer notices, technical recommendations, and status reports on projects/tasks to management; presents recommendations and statuses as requested.