Treasury F&S Manager I - Card Fulfillment

Job description

Job description

Job Description:

Manages a small to medium sized unit/segment of service and/or implementation processes and activities. Has solid knowledge of the end-to-end sales, service and fulfillment process. Responsible for building and managing client and business partner relationships while improving overall client delight. Ensures adequate staffing levels and service level agreements are met in a timely manner to drive client delight. Responsible for: expense and performance management, process excellence, turnover, reporting, and forecasting trends to drive efficiencies. Monitors internal processes and leverages six sigma methodology to drive efficiencies and streamline processes. Manage compliance and audit controls to ensure mitigation of risk to the client and the Bank. Increase six sigma utilization to enhance process excellence. Provides leadership and direction to teams ensuring swift adoption. Must lead people to perform, translate strategy into tactical action plans, recruit and grow talent while staying client focused.

Key Responsibilities:

Creates unit vision, lead people to perform and develops employees. Manages staffing requirements, performance management, budget/expense management, reporting and forecasting for areas managed. Participate in the resolution of operational and/or product servicing issues of a sensitive/high risk nature for major clients. Ensures associates are adhering to all business procedures and protocols. Works with appropriate business partners to provide resolution to client inquiries and issues in support of the team. Responsible for understanding and coordinating escalations in a timely manner for quick and accurate resolution. Responsible for acting as the primary interface with the client to establish all connectivity between organizations

Required Skills:

·  3+ years of Management or Leadership experience in a client facing      environment
·  Ensure professional image through use of proper phone and email etiquette.
·  Analyze day-to-day work to identify opportunities to streamline and improve efficiencies --escalate to management as needed.
·  Ability to influence and champion change to ensure employee adoption
·  Must be a self-starter with the ability to drive improvement strategies while properly balancing risk with reward. 
·  Expected to monitor internal processes and implement enhancements.
·  Must be a forward thinking, high impact player driven to develop talent in order to drive performance in an client focused environment.
·  Make appropriate decisions that balance the client, shareholder and employee constituents
·  Oral Communications - speak effectively one-to-one or in groups.
·  Prepare and deliver clear, effective, and professional presentations.
·  Help create and maintain strong morale; cooperate with team members to resolve problems and achieve goals.
·  Deliver written communications that are well organized, concise yet complete, and in vocabulary appropriate for audience.
·  Strong coaching experience to ensure the employees understand the importance of accurate work and achieving world class client experience
·  Strong focus on employee engagement to include the following:
·  Participate in Voice of Employee forums.
·  Promote the usage of the Bank of America rewards and recognition programs.
·  Maintain a thorough understanding of the Pay for Performance culture and enabling tools.
·  Drive performance improvements through quarterly Performance and Development Plan (PDP) coaching sessions.
·  (As assigned) participate/facilitate in GCS project or task team to support individual growth and development.
·  Develop and maintain clear career direction through proper use of tools, training attendance, planning and management support engagement.
·  Support successful implementation of new processes and tools focused on enhancement of client, employee and shareholder delight

Desired skills:

·  BS business degree (or equivalent work experience) PMP or Six Sigma                                        
·  Green Belt/Black Belt Certification a plus
·  Visa/MasterCard processing knowledge a plus

Desired profile

Required Skills:

·  3+ years of Management or Leadership experience in a client facing      environment
·  Ensure professional image through use of proper phone and email etiquette.
·  Analyze day-to-day work to identify opportunities to streamline and improve efficiencies --escalate to management as needed.
·  Ability to influence and champion change to ensure employee adoption
·  Must be a self-starter with the ability to drive improvement strategies while properly balancing risk with reward. 
·  Expected to monitor internal processes and implement enhancements.
·  Must be a forward thinking, high impact player driven to develop talent in order to drive performance in an client focused environment.
·  Make appropriate decisions that balance the client, shareholder and employee constituents
·  Oral Communications - speak effectively one-to-one or in groups.
·  Prepare and deliver clear, effective, and professional presentations.
·  Help create and maintain strong morale; cooperate with team members to resolve problems and achieve goals.
·  Deliver written communications that are well organized, concise yet complete, and in vocabulary appropriate for audience.
·  Strong coaching experience to ensure the employees understand the importance of accurate work and achieving world class client experience
·  Strong focus on employee engagement to include the following:
·  Participate in Voice of Employee forums.
·  Promote the usage of the Bank of America rewards and recognition programs.
·  Maintain a thorough understanding of the Pay for Performance culture and enabling tools.
·  Drive performance improvements through quarterly Performance and Development Plan (PDP) coaching sessions.
·  (As assigned) participate/facilitate in GCS project or task team to support individual growth and development.
·  Develop and maintain clear career direction through proper use of tools, training attendance, planning and management support engagement.
·  Support successful implementation of new processes and tools focused on enhancement of client, employee and shareholder delight

Desired skills:

·  BS business degree (or equivalent work experience) PMP or Six Sigma                                        
·  Green Belt/Black Belt Certification a plus
·  Visa/MasterCard processing knowledge a plus