Third Shift Support Center Operations Assistant Manager

Company

Federal Reserve Bank of Kansas City

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions
via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated
Clearing House), Check Services, and the FedNow® Service. In 2020, we undertook a strategic effort to
transform FRFS from a product and support office framework to a national, enterprise-focused
organization. The enterprise structure integrated the prior retail, wholesale, cash, and customer
relations product and support offices into a new organization, which was further joined by the FedNow
team in early 2024. Our North Star strategy, with the new structure, is to offer a fully integrated product
suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions
across the United States. Through our evolved structure, we will meet the needs of the marketplace for
new products and services more quickly, seek to provide a more robust and unified customer
experience across our financial service offerings, and create new career growth opportunities for FRFS
staff.

We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its
mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual
curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve
our vision for a people-focused organization with a strong collaborative and innovative culture, we
expect our leaders to champion an inclusive environment and demonstrate our values in how we work
and interact with each other and our broader community.

Support Center Operations within FRFS Customer Service has an immediate opening for a leader with responsibility for a team of Support Center Specialists. The Support Center provides 24x7x365 phone and email support to financial institutions with electronic access, as well as technical and payment needs related to FRFS platforms accessed via FedLine®. The team operates cross-site with the Federal Reserve Banks of Minneapolis and Atlanta.

The schedule for this leadership role would be Sunday – Thursday from 8:30pm-5am CT (9:30pm-6am ET) and is eligible for a shift differential.

Key Activities:

• Provide daily oversight for call center operations, including assisting team members during outages or escalated customer issues, monitoring individual and team metrics, and collaborating on process improvements.

• Actively engages in operational issues and incidents as they arise, including reporting to stakeholders on customer impact and supporting external customer communications.

• Utilize metrics and trends to determine adjustments needed to improve customer service, efficiency, and workload resources.

• Assist in determining, facilitating and implementing department and unit strategic priorities. Hold self and staff accountable for achievement.

• Encourage creativity and actively listen to diverse points of view, supporting new ideas or innovative approaches to department work processes.

• Supervise, coach, and develop staff members by communicating performance expectations and providing ongoing feedback.

• Make recommendations on employee recognition, hiring, salary, promotions and disciplinary actions.

• Communicate decisions and process changes impacting team members in a timely manner. Partner with training and analyst teams to develop effective messaging and resources.

• Collaborate with local and cross-site management team on broad initiatives impacting the area, as well as daily customer issues.

• Perform other duties, as assigned.

Qualifications:

• Typically requires at least three years in a formal leadership role or relevant informal leadership experiences.

• Bachelor’s degree from an accredited college or university or equivalent combination of education and experience.

• Demonstrates leadership skills as outlined by the Bank’s leadership competencies

• Strong problem solving and analytical skills

• Strong project management skills, to include organization, planning, and execution

• Highly effective written and verbal communication skills, including the ability to communicate in an articulate manner to a wide range of audiences

• Effective customer service and interpersonal skills, including the ability to work effectively in a team environment; motivate and work through others in a cross-site environment to accomplish tasks; and deal honestly and directly with others.

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