Assistant Vice President of FRFS Support Center Operations

Company

Federal Reserve Bank of Kansas City

The FRFS enterprise has an exciting opportunity to be a part of the FRFS Payments Operations -Customer Service function as an Assistant Vice President within Support Center Operations.

In this role, the selected individual will report to the Vice President over Support Center Operations and be an integral part of leading Customer Service into the future.

In partnership with the Customer Service leadership team this officer will serve as the primary officer of the 24x7 production support function for FedNow, FedACH®, Fedline, Check Services, and Wholesale (Fedwire® Funds, Securities, and the National Settlement Service).
We seek an executive leader to set vision and strategy, live our values, model our culture and drive accountability.

To achieve our vision of being a high performing organization with a culture that attracts and retains top talent, we expect our leaders to be curious and agile, champion a work environment that is inclusive and open to new ideas, biased to action, and mindful of customer experience in all that we do.
About us
Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire® Funds and Securities, the National Settlement Service (NSS), FedCash® , FedACH®, Check Services, and the FedNow® Service.

FRFS operates as a fully integrated organization with groups dedicated to customer experience, operations, technology, product and customer/industry management, enterprise services, payments system improvement, and one focused on the ongoing growth and development of the FedNow instant payment service.
Our strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of FRFS customers across the United States.

Through our Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for FRFS staff.
The FRFS Enterprise operates with a customer-first mindset, comprised of team members seeking to do the best work of their careers in pursuit of our important central bank mission.

Key Activities


* Lead a 24x7x365 team that supports FedACH, Checks, Wholesale (Fedwire Funds, Securities, and NSS), FedNow, and FedLine connections.


* Engage and lead when production issues arise; this may involve being available after hours and on weekends to provide oversight to production issues with a focus on external customer communications and compiling voice of the customer information/data for troubleshooting purposes.


* In partnership with the FRFS Customer Service leadership team, continue evolving support center and broader customer service responsibilities to a unified, service agnostic offering while keeping the customer experience at t...