Address
Form of workIn this role, reporting to a senior Vice President, you will be responsible for leading a public facing financial operation with over 100 staff. With shared responsibility for overall success of the Division and direct responsibility for the operations and customer support teams. This work includes developing and executing strategic objectives and tactics that consider both Federal Reserve and Fiscal Service strategies, driving continuous improvement and partnering with technical staff to execute exciting business modernization efforts. You will maintain strong collaborative partnerships with the officer team and Fiscal Service, effectively and efficiently manage the operations, that includes achieving performance metrics and fostering of a healthy work environment.
In addition to overseeing these functional responsibilities, you will be an active member of the Bank’s leadership team, and advise on Bank-wide policies, procedures, and the work environment. Central to this role is achievement of the Bank’s key strategic efforts to deliver operational excellence and thought leadership for the Federal Reserve System and for the public, fostering a diverse and inclusive culture, and working effectively across departments in the organization with an emphasis on collaboration and consensus building.
General Responsibilities:
- Conducts oneself at all times in accordance with our Bank values: service, integrity, inclusion, initiative, accountability, and objectivity.
- Promotes a high-performing vibrant culture by developing and retaining staff to ensure the Bank has robust succession plans. Identifies and develops staff with management potential. Empowers staff at all levels to reach their full potential.
- Understands both the Bank’s and Fiscal Service missions and strategic initiatives and develops consistent and aligned division- and individual-level goals, strategies, and tactics.
- Represents the Bank and assumes leadership positions at the Federal Reserve System level, including contributing to key System initiatives and working effectively and collaboratively with senior System decision makers; considers actions within the System that are relevant to the Bank and the division, and works with division leaders and staff to develop plans accordingly.
- Engages effectively with internal and external partners; may participate in external industry and professional organizations.
Position Specific Responsibilities:
- Leads operations and customer support teams to ensure operational, financial, reporting and project delivery goals and objectives are achieved.
- Provides direction for current operations to include a contact center, fulfillment, and processing teams.
- Manages budget in accordance with applicable policies to achieve financial goals.
- Ensures a culture of employee engagement, stakeholder relations, and effective communications with staff, business lines, vendors, and Fiscal Service.
- Sets vision for the operation in alignment with relevant stakeholders with a focus on customer experience, efficiency and staff engagement.
- Develops overall plans for the Division that are comprehensive, realistic, and aligned to business strategies in meeting relevant Bank and Fiscal goals.
- Manages Fiscal Service partner relationships to achieve successful shared outcomes.
- Manages vendors to achieve Division and Fiscal outcomes.
- Identifies improved processes and use of technology to drive operational efficiency and enhance customer experience.
- Models and develops an organizational culture that promotes continuous improvement where new ideas come forward from all team members and are routinely implemented.
- Works collaboratively with the officer team to ensure collective successful outcomes.
- Creates development plans for all staff growth that includes identifying staff with leadership and management potential.
- Ensures compliance with all applicable Division, Bank, and System policies, standards, service and quality measures, procedures, and controls to ensure the highest level of public confidence and operational integrity.
Qualifications:
Bachelor’s degree in related field, or an equivalent combination or education and experience. Graduate degree in related field preferred.
Ten or more years of related experience including eight or more years of demonstrated management experience.
Strong experience in developing and maintaining relationships preferably experience in a multi-organizational structure & the ability to exercise influential leadership.
Visionary leader with strong personal and professional credibility, and personal integrity.
Demonstrated performance in developing and implementing complex strategic plans.
Blended operations experience within emphasis on contact centers and technology implementations, or technology/operations integrations.
Proven track record of addressing substantial challenges and successfully driving meaningful change through collaboration and a matrix management.
Ability to motivate, develop and lead a diverse team through collaboration and consensus to reinforce a culture of service, accountability, and innovation.
Project or program sponsorship/executive stakeholder experience.
Experience in building consensus and support and resolving enterprise-level governance issues.
Excellent communication skills (written and oral), as well as effective presentation and persuasion capabilities, and management presence that elicits confidence and credibility.
Excellent problem-solving skills and judgment when deciding which issues to resolve directly and which require escalation.
Resourceful, flexible, and open to new ways of thinking, with the ability to inspire a shared vision and drive change.
Demonstrated strategic and critical thinker with the analytical skills necessary to evaluate, organize, and direct complex development projects and programs.
Ability to identify key strategic issues affecting areas of responsibility and demonstrate an understanding of their implications.
An essential function of this position is working onsite. While this position qualifies for a hybrid working arrangement, you are required to be onsite at least 4 days a week.
Must be a U.S. citizen.
Preferred experience with operational workforce management and quality assurance functions.
experience with Salesforce and customer experience principles.
Our total rewards program offers benefits that are the best fit for you at every stage of your career:
- Comprehensive healthcare options (Medical, Dental, and Vision)
- 401(k) match, and a fully-funded pension plan
- Paid time off and holidays
- Free public transportation passes
- Annual educational assistance
- On-site fitness facility
- Professional development programs, training and conferences
- And more…
The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued.We believethat we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists, we work together to represent you in our economy.
Full Time / Part TimeFull timeRegular / TemporaryRegularJob Exempt (Yes / No)YesJob CategoryExecutiveWork ShiftFirst (United States of America)The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
Privacy Notice
