Purpose

As a leader within our Processing & Investigations units (EPFS), the incumbent is responsible for contributing to the overall success of the GI&CS group. This includes achieving individual and team objectives related to customer service, human resource management and operational effectiveness. He/she provides direction to team members in a manner consistent with the overall strategy of developing a customer-focused global support culture.

The incumbent provides effective and efficient leadership to staff that provide support to a highly diverse base of Corporate, Commercial and Small Business customers of the Bank. Support is provided on operational and product consultation for the bank’s Cash management electronic banking payment products.

The incumbent is responsible for the development of processes designed to improve service and consistency of electronic data input. This includes identifying operational control points and ensuring that adequate means are developed to preserve the operational integrity of the area as well as the security and privacy of customer/user data. Tight operational control is required to ensure confidentiality of data and overall smooth functioning of the daily workload schedule.

Leads and develop a team of Senior Processing Officers by

• Ensuring that there is sufficient technical, operational and product knowledge and expertise among the Senior Processing Officers, in order to ensure that the unit can provide high quality service for all Domestic and International payments for Cash Management products supported by the department. Ensuring that adequate cross training is performed so that all processes can be seamlessly performed by all Officers;

• Providing direction, guidance and support to team members, resolving issues and negotiating compromises;

• Planning and leading regularly scheduled coaching sessions to recognize success, help overcome obstacles and set a focus;

• Recognizing and rewarding success and managing non-performance;

• Recruiting, hiring and promoting team members in accordance with standard Bank policies;

• Ensures that staff is scheduled appropriately to handle expected call volumes;

• Acts as the first level escalation point for customer calls;

• Monitors the automated call distribution (ACD) and work queues to ensure that all calls and processes are handled expeditiously, Service Level Agreements are kept intact and Departmental Service Factors are consistently met.

DIMENSIONS

The Manager is expected to ensure that support is provided to Corporate, Commercial and Small Business customers via the GI&CS Processing & Investigations units that operate from 7am to 11:30pmEt Monday to Friday. These clients represent a very large percentage of the Bank’s overall revenues. The Manager supervises a team of nine Senior Processing Officers. The Manager is responsible for the quality of logs and cases raised by the teams. These logs are used directly for the root cause analysis of problems and errors in logging process can mask problems and prevent timely corrective action resulting in negative impact to numerous clients.

The incumbent is expected to provide service/support to over 5,000 domestic corporate and commercial customers and Federal Reserve customers in the U.S. These clients represent a very large percentage of the Bank’s overall revenues. He/She is expected to lead the implementation process for Government Tax Filing customers.

WORKING CONDITIONS - Briefly describe unavoidable elements of the job.

This position is mainly sedentary located in a standard office environment.

Projects are often complicated by external influences, complexities and the co-ordination of contributions from inter-Bank departments. The incumbent is constantly under deadline pressures with little time to react. A missed deadline will subject the Bank to interest and penalty payments.

The incumbent is frequently confronted with customers requiring immediate action and these requests, coupled with unpredictable and fluctuating deadlines and changing priorities subject the incumbent to potentially stressful situations on a regular basis. Acting as an escalation point for irate clients can be a very stressful experience.

Tight schedules and deadlines due to business needs may require the incumbent to work overtime in extended hours daily.

Continued growth of the EFT Payments process and ongoing enhancements require the incumbent to maintain an understanding and awareness of the environment in which our customers operate and to be adaptable to rapid changes in both