Wholesale Client Success Team Leader - Client Onboarding CRE

Wholesale Payments Client Success Team Leader - Client Onboarding for CRE Job Overview

A leadership position responsible for managing an industry-leading group that delivers Wholesale Payments solutions to clients. This role is critical in improving client relationships and supporting profitable growth. The Team Leader II role supports the vision, strategic direction and execution of Wholesale services and continuous improvement of the client experience.

The Team Leader II ensures the accurate execution and/or resolution of issues related to various wholesale services. Acts as the point of escalation, partnering with other leaders. The Team Leader II is responsible for leading the group, encouraging collaboration within the team and with business partners, and supports teammate engagement and inclusion within Client Success.

The Team Leader II is responsible for developing and maintaining effective risk controls through documented procedures and job aids for Client Success as well as key performance, and governance routines. Supports Wholesale Payments in identifying and implementing efficiencies in the products end-to-end onboarding, and/or client experience. Work is independent and self-directed, with guidance in only complex situations.

• Provides support to the team while partnering with other teams to improve processes, roll out new features/products and advance business initiatives that have major financial impacts to the Company.
• Keeps abreast of industry trends in Wholesale Solutions by networking with industry contacts, and other activities to identify best practices.
• Meets sometimes less‑clearly defined demands and influences junior colleagues.
• Maintains strong and open partnerships with Line of Business, Product, and other stakeholders to provide mutual feedback on business processes, internal relationships, organizational strengths and opportunities for improvement.
• Assists in developing and implementing short‑term and long‑term strategic goals for Wholesale Payments with the view of delivering operational excellence. Communicate overall purpose, mission and values to ensure teammate alignment and effective execution.
• Participates as a subject matter expert for quality and efficiency projects and activities surrounding continuous best practices, and quality improvement. Assist in development of processes and create procedures to effectively meet or exceed client expectations. Communicate updates and changes to the team as needed.
• Manages and implements operational policies and procedures to ensure compliance with State and Federal regulations and internal compliance requirements. Develop and maintain effective risk governance and operational risk management systems and processes to manage risk and safeguard assets.
• Works with more senior staff when dealing with complex issues and projects.
• Direct support to the Wholesale Payments products and solutions, managing capacity needs, meeting, or exceeding established service levels, and driving client satisfaction.
• Demonstrated ability to lead and achieve desired results. Strong in problem‑solving, partnership, communications, persuasion, and negotiation.
• Researches, suggests, and implements more efficient processes to improve quality, enhance client satisfaction, and reduce costs.
• Responsible for talent‑related activities including recruitment, retention, career development, performance management, salary administration, promotions, transfers, succession planning, training, coaching and terminations within established policies and guidelines.

• Bachelor’s degree in business, Accounting or related field or equivalent work experience.
• Five or more years direct experience managing a team, performance, and resource allocations.
• Seven or more years of relevant financial services or related work experience.
• Demonstrated leadership abilities, innovation, and performance within a production environment.
• Demonstrated experience in partnering with diverse teams based in various regional locations.
• Ability to manage and negotiate with senior leadership and alliance relationships.
• Strong interpersonal skills and an ability to…