Assistant Manager/Manager - Support Center Operations at Federal Reserve Bank (FRB) in Kansas City, Missouri

Job Description:

Company

Federal Reserve Bank of Kansas City

When you join the Federal Reserve – The nation’s central bank – you’ll play a
key role, collaborating with leading tech professionals to strengthen and protect our economic, financial and payments systems. We dedicate more than $1 billion to technology each year to support the Federal Reserve and our
economy, and we’re building a dynamic and diverse team for our future. Bring
your passion and expertise, and we’ll provide the opportunities that will
challenge you and propel your growth – along with a wide range of benefits and perks that support your health, wealth, and life.

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 in 2023. 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.

We are seeking leaders to set the vision, strategy, values, and priorities that
enable FRFS to achieve its mission. Our leaders must demonstrate a strategic,
action-oriented mindset focused on intellectual curiosity, agility, accountability,
and the ability to drive innovation through experimentation. To achieve our
vision for a people-focused organization with a strong collaborative and
innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

The FRFS leadership team has an immediate opening for an Assistant Manager or Manager with responsibility for the System Level Help team.

Currently this team provides escalated technical support to external financial institutions to ensure their ability to connect to the Federal Reserve Financial
Services (FRFS) platforms accessed via FedLine®. Additionally, this position will have the opportunity to help shape the future of SLH as we move to FRFS Enterprise and work to enhance the responsibilities of the current team. The team operates cross-site with the FRB of Minneapolis and FRB of Atlanta.

Key Activities:

• Possesses experience in outage management, including customer triage, communication, coordination of outage events, and ability to quickly make sound decisions.




• Makes complex technical information understandable to a variety of audiences.




• Exhibits proficient understanding of or strong desire to gain knowledge in networking, middleware, and hardware, including but not limited to routers, VPNs, and firewalls.




• Leads team transition to FRFS Enterprise model by influencing decisions, engaging with System partners, and leading change management discussions.




• Collaborates with cross-district partners and colleagues to achieve desired outcomes and resolve moderately to highly complex problems.




• Supervises and coordinates the activities of staff to ensure optimal daily operating goals are met while longer-term projects and goals are achieved. Provides work direction, mentoring, and leadership to staff.




• Coaches and develops staff by communicating performance expectations, providing ongoing performance feedback and conducting performance reviews. Ensures training and development plans and programs are implemented that address individual and team needs. Documents, discusses and provides recommendations for employee recognition, hiring, salary, performance issues, and disciplinary actions.




• Creates and provides a variety of written communications, including customer notices, technical recommendations, and status reports on projects/tasks to management, present as requested. Exercises good judgment and escalates issues to management when necessary.




• Provides consultation to customers and assists them with information technology decision and implementations.




• May analyze and evaluate business needs, assesses benefits and risks, and recommend technical and/or business solutions. Maintains routine to high level knowledge of analytical technical, and/or business issues related to the industry and provides a routine to moderate level of application and/ or business expertise.




• Ensures integrity of controls, regulations and guidelines. Participates in projects and leads routine to highly complex projects as assigned.




• Participates in and may lead Department, Bank, or FRFS workgroups.




• Perform other duties, as assigned.

Qualifications:

• Bachelor’s degree from an accredited college or university or equivalent combination or education and experience.




• Typically requires at least 3 years in a formal leadership role or relevant informal leadership experiences. 




• Demonstrates leadership skills as outlined by the Bank’s leadership competencies.

Screening:

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 can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.  

Sponsorship:

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

• Total Rewards & Benefits




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*Benefits subject to change based on District

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Supervisory/Management

Work Shift

First (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.

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