Service Delivery Manager - Commercial Services

CENTRAL BANCOMPANY, INC.•Jefferson City, MO

26d

About The Position

The 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.