FRFS Customer Service - Assistant Vice President

Assistant Vice President of Testing Services

• Lead a group of customer testing teams that support FedACH, Checks, Wholesale (Fedwire Funds, Securities, and NSS)and FedNow.

• In partnership with the FRFS Customer Service leadership team, continue evolving customer testing responsibilities to a unified, service agnostic offering while keeping the customer experience at the forefront.

• Provide input into the technology and product development pipeline and look for new ways to streamline and enhance the customer experience and deliver best-in-class service. In consultation with other FRFS leaders, develop strategies to enhance the customer experience, and resolve customer service challenges.

• Create a strong common culture that puts the customer first with a cohesive awareness and understanding of how our customers test our services.

• Develop close relationships with key stakeholders and external partners to ensure contemporary thinking to align services with customer needs. Engage actively in industry conferences and other internal and external engagements.

• Partner with all leaders within the FRFS and colleagues throughout the System in a collaborative manner, using influence and empathy to build relationships and trust. Represent FRFS on System committees and workgroups as needed.

• As a leader within the broader Support Center Operations function, be prepared to engage and contribute when production issues arise; this may involve being available after hours and on weekends to provide oversight to production issues with a focus on external customer communications and compiling voice of the customer information/data for troubleshooting purposes.

• Equitably and inclusively champions, mentors, and develops a highly matrixed and nationwide team to grow professionally. Demonstrates vulnerability and empathy to create a trusted environment.

• Demonstrate a strong sense of ownership and sense of urgency, embracing innovation to enhance and expedite the testing services we deliver.

What we are looking for:

• Background and strong interest in payment systems is highly preferred

• Outstanding people leader and role model and demonstrated interest in serving as an active talent champion, coach, and mentor

• Strong champion of building a diverse and inclusive work environment

• Track record of successful leadership to drive results and proactively manage change in a highly matrixed and virtual team, with the ability to develop strategies and initiatives that continually improve FRFS 24x7x365 operations. Demonstrated ability for strong execution and accountability for the results.

• Strong collaboration skills with an ability to partner effectively with others in the pursuit of common goals

• Excellent change management skills, including advocating, anticipating, and orchestrating change. Creates a team culture that enables staff to achieve results in a changing environment.

Minimum qualifications:

• Bachelor's degree in business administration, or similar field of study, or equivalent work experience; MBA or similar post-graduate degree preferred

• Typically has 8+ years of business management experience, including extensive operations experience in large, complex organizations; requires 5+ years of progressive people and business leadership experience

• Experience in Federal Reserve Financial Services is preferred

Travel

• Up to 20 percent.

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.

The above statements are intended to describe the general nature and level of work required of this position. They are not intended to be an exhaustive list of all duties, responsibilities or skills associated with this position or the personnel so classified. While this job description is intended to be an accurate reflection of this position, management reserves the right to revise this or any job description at its discretion at any time.

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.

All applicants must have resided in the United States for at least three (3) years

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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