FedNow Head of Service Management, Assistant Vice Presi

FedNow Head of Service Management, Assistant Vice Presi

23 Dec 2021
Massachusetts, Boston, 02108 Boston USA

FedNow Head of Service Management, Assistant Vice Presi

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FedNow Head of Service Management, Assistant Vice President

The Federal Reserve is developing a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow service. This service will help enable financial institutions provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of a new mission-critical Federal Reserve initiative that will be transformative to the payments landscape in the United States.

Position Contributions
The Head of Service Management reports to the Head of Business Operations and will be responsible for developing and implementing the tier 3 service management and monitoring, as well as the business continuity model for the FedNow service. The Head will oversee the design and implement the monitoring strategy for the health and performance of the service, incident and exception management processes and disaster recovery processes to ensure a high availability service and day-to-day operational procedures.

What will be expected of you

  • Develop the staffing strategy for the tier 3 specialist team that will support 24x7 availability of the service, inclusive of onboarding, internal training, and management plans
  • Design and implement a strategy to monitor the health and performance of systems
  • Develop and oversee incident and exception management processes
  • Ensures team is supporting escalated customer / ecosystem tickets; responsible for reviewing nature of tickets escalated and identifying proactive opportunities to reduce volume (where possible)
  • Define tools and process for gathering business analytics to determine improvements and opportunities for predictive automation
  • Lead business continuity exercises for business operations and participate in broader disaster recovery exercises
  • Provides recommendations for improved BC/BR process and policies and collaborates with Technology team on revisions
Expertise you would bring
  • Background in banking, payment systems and private sector clearing and settlement arrangements
  • Technical background with proven previous experience monitoring a high availability system
  • Demonstrated experience managing, developing and coaching a high performing team of senior staff
  • Ability to effectively work remotely and across teams

It s added value if you have
  • Master s Degree preferred and a minimum of 7 years of related experience
  • Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
  • Strong written and verbal communication skills, with ability to express ideas in a clear, concise and compelling manner and tailor communications for different audiences
  • Detail-oriented and capable self-starter with the ability to explore innovative ways to perform tasks in an efficient and timely manner as an individual and in a team environment
  • Excellent relationship management and collaboration skills including the ability to influence and build consensus across teams; demonstrated experience delivering successful outcomes on projects involving multiple stakeholders with differing / diverging interests highly desired
  • Ability to work independently in a remote team environment and to proactively identify product opportunities that arise related to business trends and market developments
  • Strong project management skills to include organization, planning, and execution with the ability to manage various tasks simultaneously and work under tight deadlines with conflicting priorities, while providing high quality products
  • Experience working with agile software tools such as Octane, Jira, VersionOne, Trello
  • Experience with other tools Splunk, Elastic, Tableau, Service Now, Remedy

The Federal Reserve Bank of Boston is committed to a diverse and inclusive workplace and to provide equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.

All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
For this job, any offer of employment is contingent upon successfully passing a two-phase security screening. The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks.
The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position. Depending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers.

All applicants must have resided in the United States for at least three (3) years.

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