Assistant Vice President of FRFS Center Operations

Company

Federal Reserve Bank of Kansas City The FRFS enterprise has an exciting opportunity to be a part of the FRFS Payments Operations
-Customer Service function as an Assistant Vice President within Support Center Operations. In this role, the selected individual will report to the Vice President over Support Center Operations and be an integral part of leading Customer Service into the future. In partnership with the Customer Service leadership team this officer will serve as the primary officer of the 24x7 production support function for Fed Now, FedACH®, Fedline, Check Services, and Wholesale (Fedwire® Funds, Securities, and the National Settlement Service).

We seek an executive leader to set vision and strategy, live our values, model our culture and drive accountability. To achieve our vision of being a high performing organization with a culture that attracts and retains top talent, we expect our leaders to be curious and agile, champion a work environment that is inclusive and open to new ideas, biased to action, and mindful of customer experience in all that we do.

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via Fed Line® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), Fed Cash® , FedACH®, Check Services, and the Fed Now® Service. 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 Fed Now 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.

• Lead a 24x7x365 team that supports FedACH, Checks, Wholesale (Fedwire Funds, Securities, and NSS), Fed Now, and Fed Line connections.
• Engage and lead 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.
• In partnership with the FRFS Customer Service leadership team, continue evolving support center and broader customer service 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 use 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 work groups as needed.
• 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.

• 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…