Treasury Management Client Service Supervisor

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

The TM Service Specialist Supervisor is responsible for providing strong people leadership and operational oversight for a team of Service Specialists within Treasury Management Client Services. This role ensures delivery of high quality, complex servicing support for all Treasury Management clients while driving performance against established KPIs. The Supervisor fosters a culture of accountability, continuous improvement, and client centricity, with a strong focus on service excellence, operational efficiency, and timely resolution of client needs. This role partners closely with senior leadership, automation and operations teams, and cross functional business partners to support scalable and sustainable service delivery.

Salary Range

The salary range for this position is $62,300 - $110,000 per year plus bonus. The base salary indicated for this position reflects the compensation range applicable to all levels of the role across the United States. Actual salary offers within this range may vary based on a number of factors, including the specific responsibilities of the position, the candidate's relevant skills and professional experience, educational qualifications, and geographic location.

Key Accountabilities

Team Member Development:

Lead, coach, and supervise the Service Specialist team to achieve individual and collective performance objectives while promoting a culture of excellence and continuous improvement
• Provide strong people leadership including workforce planning, performance management, coaching, development planning, and recruitment
• Develop and strengthen Specialist skill sets to support increasingly complex Treasury Management products, services, and client scenarios
• Support leadership driven initiatives and participate in or lead special projects focused on service enhancement, automation, and operational effectiveness
• Serve as an escalation and guidance point for complex servicing scenarios requiring advanced judgment and expertise

Relationship Cultivation:

• Build and maintain strong relationships with internal business partners including Product, Sales, Implementation, Operations, and Technology teams to ensure seamless client support
• Coach Specialists on effective communication, collaboration, and relationship management with both internal partners and clients
• Demonstrate a leadership mindset rooted in curiosity, empathy, accountability, and bias for action when addressing client or partner needs
• Communicate proactively and transparently with key stakeholders regarding service trends, escalations, risks, and resolution strategies
• Act as a trusted partner to senior leadership by providing insights into service performance, client experience, and improvement opportunities

Daily Capacity Monitoring:

• Monitor and manage daily workloads across critical Treasury Management servicing functions to ensure timely, accurate, and consistent service delivery
• Adjust staffing assignments and priorities to address volume fluctuations, complex case work, automation impacts, and resource availability
• Identify risks to service level performance and escalate concerns with recommended solutions to leadership as appropriate
• Partner with automation and operations teams to support workflow optimization, capacity planning, and continuous process improvement

Key Competencies

Strategy in Action - Fosters strategic capability in self and others:

• Breaks down larger goals into smaller achievable goals and communicates how they contribute to the broader team goal
• Anticipates risks and collaborates with other Supervisors/Managers to develop contingency plans to manage risks
• Identifies opportunities for improvement and seeks insights from other sources to generate potential solutions
• Aligns activities to meet individual, team and organizational goals
• Connects work to the broader goals (i.e. team, line of business) and communicates team member's role in contributing to Old National's strategy and goals
• Inspires others to personally contribute to the organization's success for the long term

Makes Decisions and Solves Problems - Seeks deeper understanding, identifies alternative solutions, and drives sound decisions:

• Takes ownership of the problem while collaborating with others on a resolution with an appropriate level of urgency
• Evaluates the implications of new information or events and recommends solutions using decisions that are sound based on what is known at the time
• Takes action that is consistent with available facts, constraints and probable consequence
• Identifies, evaluates, and owns problems and opportunities along with possible solutions through effective collaboration
• Collaborates and seeks to identify what caused the issue comparing data from different sources within Old National to draw conclusions
• Implements appropriate solutions and evaluates results within team

Promotes Change - Drives change within team.

• Communicates what needs to change, why and impact of change.
• Demonstrates agility while engaging team members to gain insight and ensure acceptance while deploying others to implement new solutions.
• Proactively recognizes a need and takes accountability for implementing an improvement and/or change. Drives changes by encouraging team to think creatively and act differently to enhance client, community and shareholder value.

Develops Talent - Maximizes capabilities within team:

• Leverages own strengths and those of team members to meet individual and team goals supporting both internal and external client needs; continuously develops self for the future needs of the organization by leveraging feedback to enhance knowledge, skills and behavior
• Develops team members' effectiveness in their current and future roles through development activities
• Identifies issues, continuously provides coaching, mentoring, feedback and support to aid in building trust, development and success
• Cultivates an environment of trust and optimizes talents and capabilities of team
• Identifies the right people for the right role while leveraging diversity

Additional Competencies:

• Acts with integrity at the highest level in all interactions with team, management and internal/external
• Ability to communicate effectively with team, management, other stakeholders, partners as well as clients.
• Reinforces with the team to maintain a growth mindset staying current with developments and trends in areas of expertise influencing client satisfaction and Service Specialist team results
• Demonstrates agility while engaging team members to gain insight and ensure acceptance while deploying others to implement new solutions
• Drives changes by encouraging team to think creatively and act differently to enhance client, community, and shareholder value

Qualifications and Education Requirements:

• Bachelor's degree and/or HS graduate with equivalent experience
• 3-5 years of experience in Treasury Management or Commercial Banking strongly preferred
• Experience in a customer service/call center/research center environment required
• Highly motivated individual with the ability to motivate teams and peers in a leadership and influential capacity, build consensus, and collaborate amongst business partners to achieve overall goals.
• Demonstrated effective execution as a subject matter expert and leader
• Strong management acumen with the ability to effectively lead a diverse team to new performance levels, preferred.
• Must possess proficiency in Microsoft Office products (i.e., Word, Excel, PowerPoint).
• Ability to communicate with business clients on complex technical solutions is essential
• Ability to adapt to a rapidly changing environment and quickly reprioritize tasks is essential
• Strong verbal and written communication skills are essential

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank. Join our team!