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Federal Reserve Bank of San Francisco · 19 hours ago

FedNow Operations Center Lead

New York, NY

Full-time

Onsite

Senior Level, Lead/Staff

$117K/yr - $176K/yr

10+ years exp

The Federal Reserve Bank of Boston is seeking a FedNow Operations Center Lead to provide strategic oversight and leadership for their instant payment service. The role involves driving operational excellence, mentoring a diverse team, and ensuring seamless service delivery while aligning with organizational goals.

BankingFinanceFinancial Services

No H1B

U.S. Citizen Only

Responsibilities

Develop and maintain deep expertise on the FedNow Service, staying abreast of industry trends and best practices

Facilitate high pressure troubleshooting calls with customers on Production issues

Ensure the continuous 24/7/365 seamless operation of the FedNow instant payment service

Independently identify gaps within the FedNow ecosystem and proactively propose solutions

Lead, develop, and mentor a diverse team of analysts, fostering a culture of continuous learning, innovation, and operational excellence

Collaborate with cross-functional teams to enhance service delivery, resolve complex issues, and drive strategic initiatives

Translate strategic priorities into actionable operational plans, ensuring alignment with organizational goals

Identify and implement process improvements to enhance the efficiency and reliability of the FedNow Service

Develop and implement metrics and reporting frameworks to measure and communicate operational performance

Manage incident response for critical payment system disruptions, ensuring minimal impact on service delivery

Represent the FedNow Operations team in leadership forums and strategic initiatives, advocating for the team’s needs and contributions

Maintain an unwavering commitment to delivering a world-class, end-to-end customer experience

Develop knowledge documentation, training materials, and automation ideas to improve customer experience

Demonstrate flexibility and adaptability to support organizational growth through multiple roles

Qualification

FedNow Service expertise24/7 support operationsCloud-based service operationsISO20022 messagesITIL certificationServiceNow expertiseAnalytical skillsProblem-solving skillsOrganizational skillsTeam leadershipMentoring skills

Required

Bachelor's degree with 10+ years of relevant work experience; or 15+ years of relevant work experience

Experience leading teams within 24*7 support operations for a large enterprise

Demonstrated ability to inspire, mentor and motivate analysts on high-performing teams

Experience leading through ambiguity and complexity in a rapidly evolving environment

Track record of leading inclusive teams where diverse perspectives are valued

Experience fostering accountability while maintaining psychological safety

Proactively faces difficult issues and supports others who do the same

Strong analytical and problem-solving skills with a demonstrated ability to quickly gather, analyze, and synthesize information

Initiative and innovation toward improving customer experience leveraging cutting edge technology

Strong organizational and time management skills

Ability to work in a demanding environment and handle multiple competing priorities

Candidates must reside in a commutable distance from the bank

Preferred

Experience leading support operations for a cloud-based Service

Expertise with ISO20022 messages

ITIL certification

Expertise using ServiceNow or similar tools within a large enterprise

Expertise using Application monitoring tools

Expertise within support operations spanning multiple contact channels

Expertise within support operations for a cloud-based Service

Company

Federal Reserve Bank of San Francisco

Glassdoor3.6

We are the Federal Reserve Bank of San Francisco—public servants with a mission to advance the nation’s monetary, financial, and payment systems to build a stronger economy for all Americans.

Founded in 1913

San Francisco, California, USA

1001-5000 employees