Customer & Industry Relations Manager

Company Federal Reserve Bank of Chicago Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff. The Customer & Industry Relations Manager provides strategic direction and training for regional representation of key clients and industry stakeholders on behalf of the Federal Reserve Financial Services. This incumbent manages the delivery of strategic operational and technical initiatives and tactically develops long-term client planning for institutions. This position is considered expert level and is accountable for the performance and results of a team of professionals or people leaders. The incumbent works independently with minimal supervision. This position has direct reports. Leadership & Stakeholder Management Responsibilities Trains, supervises, establishes goals, provides guidance and coaching to team leads and staff. Evaluates team lead and staff performance; creates and supports execution of development plans. Recommends team leads and staff for promotion and salary actions. Makes hiring and termination decisions. Develops and executes the strategy for area(s) of oversight. Creates and manages resource plans and budget and forecast activities. Leads and influences high impact/priority workgroups. Champions organizational mission and leadership direction, through influence and enterprise mindset to drive policy and procedure decisions. Provides expert advice and consultative services to different audiences, including senior leadership, business units, District Officers/Board of Directors, external executives, and the Board of Governors. Customer & Industry Relations Management Accountable for Federal Reserve Financial Services revenue and strategic goal achievements Evaluates qualitative sales data to support product development and market research initiatives. Directs implementation of operational and technical initiatives such as mergers and acquisitions, onboarding and service implementation processes. Represents the organization at industry conferences, thought-leadership forums, and presents to national audiences on national and regional payment issues, highlighting relevant research from the Federal Reserve or other entities. Strategizes and drives custom solutions informed by deep knowledge of customer insights, industry trends, and internal business priorities. Manages targeted outreach strategies, custom presentations, and executive communications. Drives collaboration across the organization to ensure consistency and accuracy of information in the marketplace for institutions served. Your Background Bachelor's degree in a related field, or commensurate specialized training, certification, or work experience Minimum 7 years of work experience Prior people leadership experience Demonstrated managerial skills including leadership, decisiveness, flexibility, sound business judgment, and highly developed personal, analytical and communication skills. Expert technical knowledge of the Federal Reserve System and products, payment systems, regulatory environment, and enterprise financial services. Executive presence, judgment, and pitch-in communicating and supporting effective discussion and decision making among boards, policy makers, and others Expert consultative and relationship building skills with proven track record managing executive-level client relationships Demonstrated ability to influence and drive strategic initiatives across complex organizational structures. Excellent verbal and written communication skills, including presentations Demonstrated integrity, honesty and respect Demonstrated interest in public service and commitment to the mission of the Federal Reserve System. What we Offer • Comprehensive benefits package includes medical, dental, vision, prescription drug coverage, 401k savings plan, retirement plan, paid time off, transit benefit, onsite gym and subsidized cafeteria • A learning environment with opportunities to gain new skills and grow your career Other Requirements Valid driver’s license Ability to travel up to 75% of the time. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and could take approximately two months to be completed. The screening covers areas such as education/employment verification, criminal history, credit history, and reaches out to your references and people that know you well. As a condition of employment, Federal Reserve Bank of Chicago employees must comply with the Bank’s ethics rules, which generally prohibit employees, their spouses/domestic partners, and minor children from owning securities, such as stock, of banks or savings associations or their affiliates, such as bank holding companies and savings and loan holding companies. If you or your spouse/domestic partner or minor child own such securities and would not be willing or able to divest them if you accepted an offer of Bank employment, you should raise this issue with the recruiter for this posting, who can provide you contact information for our ethics official if necessary. The expected starting salary range for this position is between $159,800 and $189,000 annually in addition to annual performance-based discretionary bonuses. Final salary and offer will be determined based on the applicant’s relevant experience, skills, internal equity, and alignment with geographic and other market data. Always verify and apply to jobs on Federal Reserve System Careers or through verified Federal Reserve Bank social media channels. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status. Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Customer Experience Family Group Work Shift First (United States of America) 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. Always verify and apply to jobs on Federal Reserve System Careers ( or through verified Federal Reserve Bank social media channels. Privacy Notice OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States—one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government. OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward. Why Our People Choose Us: Our reputation precedes us There will always be room for personal growth Our people are first You’ll find the right balance Your responsibilities will be meaningful We hope that you will be our future colleague. Always verify and apply to jobs on Federal Reserve System Careers or through verified Federal Reserve Bank social media channels. Please check back later for more information on available job opportunities.