Senior Vice President, Customer Service Leader

Join the Federal Reserve Bank of Kansas City as we embark on a thrilling journey within our Payments Operations function! We are seeking a Senior Vice President and Customer Service Leader who will play a pivotal role in shaping the future of the FRFS enterprise. Reporting directly to the Chief of Payments Operations, you will lead the unified customer service function for crucial services including FedNowSM, FedACH, Fedline, Check Services, and Wholesale payments.

As a key member of the Payments Operations leadership team, you will provide strategic direction and operational oversight to ensure exceptional 24/7 customer support. This includes managing Customer Onboarding, Testing, Profile Maintenance, and driving Payment Operations strategies.

We are looking for a visionary leader who embodies our values and culture, promotes accountability, and embraces a customer-centric approach in all aspects of our work. Your goal will be to foster a high-performing organization that attracts and retains top talent by being curious, agile, and open to new ideas.

Your role as Customer Service Leader:
• Shape the Vision: Contribute to the vision and strategy of FRFS to align with our mission.
• Implement Operations Vision: Develop and execute the Payment Operations vision to enhance customer service.
• Champion Service Strategies: Create and maintain a staffing model that allows for seamless 24/7 service delivery.
• Enhance Customer Experience: Collaborate on technology and product development to streamline initiatives that improve operational efficiency.
• Foster a Customer-First Culture: Build a cohesive environment that prioritizes customer needs.
• Relationship Management: Establish strong connections with stakeholders and partners to ensure services align with customer expectations.

What we are looking for:
• Proven Leadership: Demonstrated success in driving results and managing change within a complex organizational structure.
• Customer-Centric Focus: Strong commitment to fostering a customer-first culture throughout the enterprise.
• Innovative Thinker: Ability to rethink traditional business models and practices.
• Change Management Skills: Expertise in advocating for and orchestrating change effectively.
• Business Acumen: Hands-on leader proficient in challenging the status quo with innovative ideas.
• Collaborative Mindset: Established ability to build trust and work effectively across all levels of the organization.
• Inclusive Work Environment: Committed to promoting inclusivity and high performance.
• Intellectual Curiosity: Demonstrated ability to lead innovation and adapt to new challenges.

Minimum qualifications:
• Bachelor's Degree in Business Administration or related field; MBA preferred.
• 15+ years of progressive leadership experience, particularly in operations or technology within large organizations.
• Current or prior experience in Federal Reserve Financial Services is essential.
• Willingness to travel up to 30% when safe to do so.

Location:
• Position requires residing within a reasonable commuting distance from the Federal Reserve Bank Head Office. A preferred distance is defined as within 50 miles of a Reserve Bank location.
• Potential locations include Atlanta, Boston, Chicago, Kansas City, Minneapolis, New York, Richmond, and San Francisco.

This position is subject to additional screening requirements due to the sensitive information you will access. Those screenings may take up to a couple of months but can begin once an offer is accepted. Employment may commence prior to screening completion, but continued employment will depend on acceptable screening results. US citizenship is required for this role.

The Federal Reserve Bank offers a range of comprehensive benefits tailored to support you throughout your career, including medical, dental, and vision coverage, a 401K match, and a fully funded pension plan.

We encourage you to be part of our mission-driven organization where your contributions will be valued and opportunities for growth are abundant!