The position of Business Process Support Group Manager is responsible for management of all aspects of various treasury management and bank operations third-party provided applications as well as the TM Renewal department. This position is responsible for managing a fairly technical Operations team that supports treasury management and other commercial banking products. Management of the various banking and treasury management applications, related vendors, and communication to internal teams is key to the success of this role.
Provides leadership, support, and training to staff as required; contributes to department-related policies, procedures and other related documentation or materials. Performs direct supervisory duties of department staff, coordinates staff for coverage in all related areas of the department.
Assures compliance with all Bank policies and procedures, as well as applicable state and federal banking regulations.
Manages the third party provided treasury management related processing services used by the bank, primarily delivered by FIS. Services include Online Banking (consumer and commercial), remote deposit capture (CCX and FXD), bill pay, Direct Connect, SFTP, mobile applications (consumer and commercial), and wire transfer system currently. Other related applications could be added as acquired. Recommends and implements improvements and automation to increase efficiencies and improve productivity of staff and/or applications under their purview.
Monitors and reports product level usage by a variety of criteria including by product and incident, providing related analysis when necessary, as well as SLA performance of vendor(s).
Works with vendor(s) to maintain and publish internally any known application issues under the team’s purview, with ticket/defect number and projected fix/installation schedule when available. Manage incident tickets with a service mindset. Team must own tickets and issues, manage and monitor vendor’s progress and hold vendor accountable for timely resolution. Escalate issues as needed.
Management of the team includes preparation/testing for any enhancements or upgrades to the applications, advising internal teams of any upcoming changes, and working with vendor(s) to support all electronic and cash management-based products and services of a complex nature. Manages TM Renewal team, ensuring automation and timely execution of all procedures and processes. Ensures audit, compliance and quality control through the development, implementation and maintenance of procedures and other department-related documentation. Performs personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises all aspects of the daily activities of department staff.
Reinforces and exhibits superior client service through his or her own example along with appropriate follow through with internal and external clients to ensure timely communication and resolution of problem issues.
A Bachelor’s degree (BA/BS) from an accredited college or university required; Graduate degree preferred, or equivalent work experience required.
Work related experience should consist of a diverse banking management background in administration, operations, and/or technology.
Advanced knowledge of bank operations, general banking and treasury management products or other banking related experience is strongly desired in this role.
Excellent investigative and analytical skills; interpret general business/professional journals, technical procedures and legal documentation.
Five (5) years of advanced knowledge with banking/finance based technology platforms, familiarity with desktop applications (ie. Microsoft Office, etc), and network administrative programs.
Excellent organizational and time management skills.
Ability to work with no supervisions while performing duties.
Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.