Federal Reserve Financial Services Lead System Operations Specialist (3rd Shift)

About the position 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®1, 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. This is a 3rd Shift role Monday-Friday 12:00am - 8:30am OR Sunday - Thursday 12:00am - 8:30am Locations: ATL, MINN, or NY

Responsibilities

• Ensures the 24x7 operation and administration of distributed payments systems supporting the high-value, high-availability Fedwire businesses.
• Ensures Wholesale Services and Account Balance Services applications are available according to their business requirements while providing premium customer service to the Federal Reserve System districts and other application users.
• Coaches and reviews the work of others.
• Addresses more complex problems and manages projects.
• Responsible for the large-scale clearinghouse/transaction processing activities for the Fed ACH and Check business lines.
• Provides real-time support for Check/ACH processing.
• Performs application health/monitoring for core processing platforms and satellite/subsystems.
• Supports operations/production issues and incident management.
• Responds to issues or problems that arise in day-to-day operations and serves as first line of escalation
• Directs and coordinates daily workflow, customer requests, and team responses to operational incidents and service disruptions in a leadership role.
• Oversees team functions and provides appropriate escalation and communication to Management.
• Documents production issues and resolutions for future reference.
• Conducts analyses to understand operational, customer volume, etc., trends/patterns to assist with process improvements and solutions.
• Performs operational statistical analysis and estimates future payment volume.
• Participates/Supports business testing, defect management, and other activities to launch core processing platforms and/or satellite/subsystems enhancements or new product/services.
• Participates in and supports management of Payment Processing’s role in the testing, installation, implementation, and configuration of code releases, products, interim fixes, busines resumption testing, and other production initiatives.
• Assists with the creation and development of business requirements
• Holds scaled decision rights to perform key tasks.
• May perform ancillary tasks to support other business operations depending on shift. For example: customer call center support (2nd/3rd Shifts) preliminary accounting/settlement (3rd Shift)
• Provides leadership, work direction and support to less experienced staff.
• Exemplifies exceptional customer service and team-oriented behaviors. By example and action, assists the team to achieve the same.
• Takes personal responsibility to maintain and advance personal knowledge of various systems, business needs, and to expand on leadership and management skills.
• Serves as role model and advisor to other team members. Has a clear understanding of the need to elevate other staff members’ knowledge and takes action to see it is achieved.
• Develops and revises procedures, defines processes, and provides training for users.
• Provides instrumental guidance and training for teammates.
• Directs group efforts, ad-hoc analysis, issue escalation, and other problem solving.
• May directly lead or otherwise influence small to large sized teams in assigned initiatives.
• Provides project updates/general communications to all levels of staff, management, and senior management.
• Represents operational teams during project meetings
• Communicates with outside vendor personnel
• Coordinates efforts with outside team leadership
• Serves as project manager for process improvement efforts
• Generally functions independently with minimal direct supervision and able to manage responsibility with flexibility and focus.
• Understands the demands of leading, managing, and supporting an operation and possess the required knowledge, skills, and temperament to switch from a task to an operational demand or issue, which requires immediate attention, and then resume work on the original task.
• A self-starter with the discipline to achieve deliverables, adapt priorities, and manage the rapidly changes demand of the operation and or project assignments.

Requirements

• Bachelor's Degree or 4 years equivalent experience preferred
• Eight or more years of relevant experience preferred

Benefits

• 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

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