Federal Reserve Financial Services Manager, Operations Customer Testing Services

Federal Reserve Bank of Atlanta

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. Onsite work is an essential function of this position, and you are required to be onsite according to the schedule set by your management.

A people manager to lead and provide oversight to the Wholesale Testing Services (WTS) team to deliver exceptional customer support and thought leadership to several critical initiatives planned in coordination with several areas across the Federal Reserve System. We are seeking a leader who can execute with a customer focus, cultivate a culture of high performance and high care, make and communicate decisions broadly based on data, and be a strong partner with product/relationship management professionals.

Specific Responsibilities:

• Lead and develop a high-performing team of individual contributors through effective mentorship, performance management, regular coaching conversations, and individualized development planning that drives both team success and career growth
• Build and maintain trusted partnerships with stakeholders, customers, and cross-functional teams by modeling strong leadership competencies, effective communication practices, and stakeholder engagement across all organizational levels
• Drive strategic planning and execution by contributing to department strategy development, implementing innovative solutions to complex business challenges, and ensuring proper resource alignment across the organization
• Champion people strategy initiatives focused on retention, engagement, and leadership development while fostering a culture of continuous improvement and organizational learning
• Proactively identify and resolve operational challenges using sound decision-making processes, leveraging team capabilities, and delivering outcomes that drive measurable business value.
• Ensure team deliverables and customer performance data meet stakeholder requirements by providing clear guidance, removing obstacles, and maintaining accountability for results

Desired Strengths:

• Strategic thinking and business acumen with ability to contribute to departmental strategy, understand core operational functions and their interconnections, and lead cross-functional teams to implement innovative solutions.
• Advanced influence and communication skills with demonstrated ability to tailor messaging for diverse audiences (technical and non-technical), navigate difficult conversations, and build strong collaborative relationships across all organizational levels.
• Proven coaching and leadership expertise focused on building team competency, mentoring talent, fostering continuous growth, and developing strong relationships that drive high performance and business outcomes.
• Proactive problem-solving with ability to identify issues decisively and involve appropriate stakeholders to leverage team talents.
• Strong problem-solving and decision-making capabilities including proactive issue identification, risk assessment, and strategic stakeholder engagement to leverage collective team strengths and deliver results.
• Excellent organizational and project management abilities with experience managing multiple concurrent priorities while operating effectively within agile frameworks (Kanban, Scrum, or similar methodologies).

Essential Functions:

• Plans and directs operational functions for multiple areas that may cross multiple shifts and physical locations. Communicates and collaborates across functions and/or shifts to resolve complex issues.
• Demonstrates and develops leadership competencies as a core expectation. Provides leadership to staff. Develops, motivates, and evaluates performance of staff, which includes managing staff to identify developmental assignments and training opportunities, working with individuals on their career goals, delegating responsibilities, providing timely feedback and evaluating performance on any of the preceding duties. Plays a key role in the full cycle of employment matters, including but not limited to those involving hiring, retention and performance optimization, salary recommendations, and decisions related to the termination of employment, as well as the documentation of these matters.
• Makes decisions on moderate to complex business problems with limited oversight. Assists department officers and the management team to develop a business/strategic plan and formulate, implement, and measure outcomes of the plans and goals for the department. Assists in developing team goals and objectives that effectively advance the goals and objectives of the department. Leads the development of reports and presentations that effectively communicate metrics, risk, progress and status. Recommends metric changes to maximize operational effectiveness and promote accomplishment of objectives. Assists in directing the development of reporting and analysis to support the strategic plan of the department and the Bank and as requested by appropriate management and auditors.
• Adjusts communication approaches based on audience needs (technical vs. non-technical, operational vs. strategic). Ensures that customer service outcomes are achieved. Actively seeks information about new developments and initiatives that affect multiple operations, and distributes the information throughout the organization, as needed. Determines impact and makes appropriate and timely recommendations.
• Leads and/or participates in department, Bank, District, and FRS work groups and projects in support of strategic initiatives. May provide work direction and contract management for external vendors and/or contractors in coordination with procurement and Talent and Engagement (T&E).
• Performs other duties as assigned.
• This position provides support for the Treasury fiscal agency functions, is risk rated MEDIUM, and as such requires the incumbent be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency in any visa category.

Education:

• Bachelor's Degree or 4 years equivalent experience preferred.
• Minimum 8 years related operations, professional, and/or call center experience, to include supervisory/management experience preferred.
• Demonstrated ability to build trust and influence across organizational boundaries without direct authority. Proven track record of strategic thinking and translating strategy into operational execution.
• Excellent oral and written communication skills; demonstrated operations or call center management and leadership abilities, including managing multiple operations; proficiency using standard business applications and software; strong ability to conceptualize, plan, develop, and coordinate large scale, complex projects and manage multiple operations.
• Weekend work twice a month for occasional testing will be required.

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)
• 401K match, and a fully funded pension plan
• Paid vacation and holidays; flexible work environment
• Generously subsidized public transportation
• Education Assistance Program
• Professional development programs, training and conferences
• And more

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).

The Federal Reserve Bank of Atlanta is an equal opportunity employer.