The position of Treasury Management Applications Support Lead acts as the subject matter expert for all TM banking products and services leading/overseeing the Treasury Management Application Support Specialists. This position is responsible to lead working closely and collaboratively with the Enterprise Project Management Office, Treasury Management, Marketing, and IT relative to the TM Operations Department product development, testing and roll-out. The TM Applications Support Lead is responsible for overseeing identifying, assessing and recommending to management the implementation of operational control procedures relative to the electronic banking products and services. Leads the coordination of special projects, forms, training material, and serves as the department's liaison to the Information Technology department for systems administration.
The TM Applications Support Lead typically supervises a medium sized group of employees (6-12).
Serve as the lead subject matter expert for the Electronic Banking Products and services offered by the bank. Monitor and oversee the task assignments and workflows for the Treasury Management Application Support Specialists.
Oversee the testing of Electronic Banking Product enhancement releases, user acceptance testing, and issue resolution. Oversee the maintenance of logs for product issues, enhancements, defects, and testing of electronic banking applications.
Provide updates as needed to the Treasury Management Application Support Supervisor regarding system outages, status and resolution. Lead troubleshooting of vendor supported applications and engages with correct departmental/vendor resources to assist in correcting problems when necessary
Lead the monitoring of the conversion of existing customers and new customers acquired through acquisitions into new/existing product lines. Oversee the gathering and obtaining product knowledge as it relates to the field of electronic banking for consumer, business, and Treasury Management by assessing the market for product needs for existing, new, and enhanced products and features.
Lead the engagement of the Marketing and Training departments to communicate product information to internal departments and customers. Direct responsibility for coordination of special projects relative to gathering data, preparing reports for executive management, audit and other departments as assigned. Provide monthly summary of tickets opened and status to the Treasury Management Application Support Supervisor.
Bachelor’s degree from a four-year college or university and 1 or more years of related experience and/or training in treasury management services. Equivalent of education and experience may be substituted.
Intermediate knowledge and skills in treasury management products, processes, and in-depth knowledge of commonly used specialty software.
Intermediate knowledge and skills in general banking, including understanding of bank products, services, and regulations, policies and procedures.
Previous experience functioning in a high-volume (or critical issue) customer service role (1-3 years) required.
Previous experience directly supervising a small group of employees (1-5) preferred.
Exceptional oral, and written communication skills to allow for the carrying out of instructions, interpreting documents, understanding procedures, writing reports and correspondence. Ability to provide professional service and communicate effectively with customers and internal partners in the face of challenging and demanding situations
Strong organizational and time management skills.
Intermediate skills in personal computer operation; word processing and spreadsheet software programs (e.g., Microsoft Word and Excel, etc.);