Contribute to the vision, strategy, values, and priorities that help the FRFS enterprise achieve its mission, as a member of the Payments Operations leadership team.
Develop, implement, and execute the Payment Operations vision for FRFS payments operations.
Champion strategies to maintain and enhance an enterprise staffing and support model to deliver around the clock services in a highly virtual and matrixed environment.
Provide input into the technology and product development pipeline and look for new ways to streamline and enhance customer experience and operational efficiency.
In consultation with other FRFS leaders, develop product, policy, and/or service business strategies to enhance customer experience, resolve customer service challenges, enhance revenue, and address market and competitive issues.
Create a strong common culture that puts the customer first with a cohesive awareness and understanding of how our customers use our services.
Partner with all leaders within the FRFS and colleagues throughout the System in a collaborative manner, using influence and empathy to build relationships and trust.
Represent FRFS on System committees and workgroups as needed.
Develop close relationships with key stakeholders and external partners to ensure contemporary thinking to align services with customer needs.
Engage actively in industry conferences and other internal and external engagements.

Bachelor’s Degree in Business Administration, or similar field of study, or equivalent work experience; MBA or similar post-graduate degree preferred
Typically has 15+ years of progressive people and business leadership experience, including operations or technology experience, leading major projects/initiatives in large, complex organizations
Current or prior experience in Federal Reserve Financial Services is required

Senior Vice President – FRFS Customer Service Officer

Key skills