Description

Job Summary

The Treasury Management Service & Onboarding Team Lead is a senior‑level role responsible for leading a team of Treasury Management Service Specialists while also serving as a subject‑matter expert and senior escalation point for complex onboarding, implementation, and servicing activities. The Team Lead oversees day‑to‑day execution, queue health, and service quality; leads complex and high‑impact initiatives; and is accountable for colleague performance, coaching, and development. The Team Lead partners closely with Relationship Managers, Treasury Sales, Operations, Technology, Risk, Legal, and Product teams to ensure predictable delivery, strong risk discipline, and an excellent client experience.

Key Responsibilities

Client Onboarding & Implementation Leadership

• Lead end‑to‑end onboarding, implementation, and servicing for Business Banking and Commercial clients, including project planning, timelines, testing, and go‑live readiness.
• Design and validate entitlement structures, user roles, dual controls, ACH and wire limits, and approval workflows in alignment with client operating needs and bank policy.
• Coordinate testing and cutover for ACH, wires, Remote Deposit Capture (RDC), Positive Pay, and reporting services.
• Conduct post‑implementation reviews to ensure stability, proper usage, and risk alignment before transition to ongoing service teams.

Advanced Product & Service Support

• Serve as escalation point for complex onboarding and servicing issues across the core treasury product suite.
• Troubleshoot payment exceptions, file errors, entitlement issues, and Positive Pay decisioning; identify root causes and implement durable solutions.
• Provide clear, timely written and verbal communications to clients and internal stakeholders; ensure coordinate issue resolution and effective expectation management.

Risk Management & Compliance

• Enforce strong controls around entitlements, segregation of duties, dual approvals, fraud‑prevention tools, and documentation standards.
• Identify, assess, and escalate operational or client risk issues in accordance with policy.
• Ensure implementations and service activities are audit‑ready and properly documented.

Process Improvement & Collaboration

• Identify and lead opportunities to improve onboarding workflows, standardize templates, and reduce rework across Business Banking and Commercial implementations.
• Champion continuous improvement and contribute to the creation/governance of process maps, procedures, training materials, and job aids.
• Partner with Relationship Managers, Treasury Sales, Operations, Risk, and Product teams to deliver coordinated solutions and manage client expectations.
• Support sequencing of additional treasury services as clients grow or complexity increases.

People Leadership & Management

• Serve as direct people manager for TM Service Specialist colleagues, including:
  • Performance management and annual reviews
  • Ongoing coaching and feedback
  • Goal setting and progress check‑ins
  • Career development and progression planning.
• Lead onboarding and training for new hires, including job shadowing, readiness assessments, and quality reviews.
• Develop talent across the TM Service Specialist career path (Level I → II → III), identifying readiness and skill gaps in partnership with management.
• Reinforce consistent execution, accountability, and ownership across the team.
• Manage workload distribution, coverage, and prioritization to maintain SLA performance and queue health.
• Serve as acting manager when required, ensuring continuity of leadership and decision‑making.

Required Qualifications

• Bachelor’s degree in business, finance, or a related field, or equivalent relevant work experience.
• 3+ years of experience in treasury management, banking operations, or a related client implementation or support role.
• 3+ years working knowledge of core treasury products, including online banking, ACH, domestic wires, RDC, Positive Pay, and account analysis.
• 3+ years experience leading implementations, resolving escalations, and working directly with clients and senior internal partners.
• 3+ years project management, analytical, and communication skills.
• 3+ years experience with Microsoft Office applications (Excel, Word, PowerPoint, Outlook).

Preferred Qualifications

• Prior team lead of people management experience.
• Experience supporting both Bus