Senior Vice President- FRFS Customer Service Officer

Company

Federal Reserve Bank of Kansas City

The FRFS enterprise has an exciting opportunity to be a part of the FRFS Payments Operations function as Senior Vice President and Customer Service Officer. In this role, the selected individual will report directly to the Chief of Payments Operations and will be an integral part of the team leading FRFS into the future. In partnership with the FRFS Payments Operations leadership team, this officer will serve as the primary executive of the unified FRFS customer service function for FedNowSM, FedACH®, Fedline, Check Services, and Wholesale (Fedwire® Funds, Securities, and the National Settlement Service). This officer will provide strategic leadership and operational oversight as it relates to 24/7 customer production support, Customer Onboarding, Testing, Profile Maintenance as well as oversight of Payment Operations strategy and support functions.

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.

About us

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

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 FRFS payments operations.  

• 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 actively in industry conferences and other internal and external engagements.

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, anticip