Senior Vice President- FRFS Customer Service Officer

Your role as Customer Service Officer

• Contribute to the vision, strategy, values, and priorities that help the FRFS enterprise achieve its mission, as a member of the Payments Operations leadership team.

• Develop, implement, and execute the Payment Operations vision for FRFSpaymentsoperations.

• Champion strategies to maintain and enhance an enterprise staffing and support model to deliver around the clock services in a highly virtual and matrixed environment.

• Provide input into the technology and product development pipeline and look for new ways to streamline and enhance customer experience and operational efficiency. In consultation with other FRFS leaders, develop product, policy, and/or service business strategies to enhance customer experience, resolve customer service challenges, enhance revenue, and address market and competitive issues.

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

• 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.

• Develop close relationships with key stakeholders and external partners to ensure contemporary thinking to align services with customer needs. Engage activelyin industry conferences and otherinternal and externalengagements.

What we are looking for

• 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. Demonstrated ability for strong execution and accountability for the results.

• Commitment to building a customer-centric culture through an enterprise approach to thinking, acting, and leading

• Proficiency in rethinking business models or established practices through innovation

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

• Strong business acumen with ability to be a hands-on, visible, goal-oriented, and independent-minded leader who will constructively challenge the FRFS leadership team and bring leading-edge thinking to effectively guide change within the FRFS

• Strong collaboration skills and an interest in building trust at all levels of the organization, with an ability to partner effectively with others in the pursuit of common goals

• Demonstrated success in working across a matrixed environment and influencing outcomes across districts/organizations without express authority.

• Strong champion of building an inclusive work environment focused on high performance

• Intellectually curious and agile, with demonstrated ability to experiment and lead innovation

Minimum qualifications

• Bachelor's Degree in Business Administration, or similar field of study, or equivalent work experience; MBA or similar post-graduate degreepreferred

• Typically has 15+ years of progressive people and business leadership experience,including operationsor technology experience, leading major projects/initiatives in large, complex organizations

• Current or prior experience in Federal Reserve Financial Services is required

• When business travel commences safely, up to 30%

Location

• The selected candidate will reside within a reasonable commuting distance of the employing Reserve Bank Head Office and will work full-time onsite that meets the minimum number of onsite days required by the employing District. Reasonable commuting distance is defined as living within 50 miles a Reserve Bank location.

• The following Reserve Bank locations are preferred due to the concentration of FRFS team members in these locations: Atlanta, Boston, Chicago, Kansas City, Minneapolis, New York, Richmond, and San Francisco.

Screening

This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.

This position requires Top Secret clearance due to the information accessed while performing the job. These screenings would be initiated at the time of offer acceptance. Employment can begin before the full screenings are completed; however, continued employment is contingent on acceptable screening results. (United States citizenship is required for this position * this may or may not apply to you)

The Federal Reserve Bank offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)

• 401K match, and a fully funded pension plan

• With additional benefits offered that are unique to each Federal Reserve Bank district

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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