TREASURY MANAGEMENT SERVICE LEADER in Memphis, TN at First Horizon National Corporation

Date Posted: 10/28/2019

Job Snapshot

Job Description

The Treasury Management Service Leader (TMSL) is a senior management level position responsible for managing our commercial client services (breaks, fixes, perceived and actual, issue resolution) by leading an able team that balances technology and human empathy to build commercial client trust and loyalty, and improve our client satisfaction.

In this role, this leader will drive the overall performance of the commercial client servicing organization including; service levels and client satisfaction by leading a team of 20+ associates. This leader will lead a team that will provide client support for issue resolution over the phone, email, chat and other channels, handle break/fix items, and address escalations from both clients and other internal teams.

Key Responsibilities:

  • Leads the Commercial Client Servicing team by providing leadership and supervision (hiring, goal setting, coaching, development discussion, disciplinary actions)
  • Manages staff, including motivating, training, advising, performance feedback, time and attendance, workflow management and employee relations. Works with employees to identify professional development/growth opportunity to strengthen talent
  • Monitors work queues and prioritizes work to ensure issues and requests are completed within the defined Service Level Agreement (SLA)
  • Maintains open communication with internal business partners and the various treasury teams on issues and patterns
  • Assists clients and internal teammates with escalations
  • Meets or exceeds client service needs and reports barriers
  • Metric driven; Develops and ensures all goals and departmental service standards (SLAs) are met
  • Defines, measures and improves the department processes to improve response times to clients
  • Tracks and provides daily, weekly, monthly, quarterly reporting of production statistics as defined by management
  • Identify training gaps and partner with onsite training and support teams to improve performance of the servicing teams
  • Meets productivity goals in times of fluctuating volumes

Customer Service:

  • Commitment to commercial client satisfaction in rapidly growing and changing environments.
  • Commercial client-service orientation. Skilled in establishing and maintaining a high level of trust and confidence in the group’s knowledge of and concern for commercial client needs
  • Provides timely, complete and accurate response to inquiries
  • Responds to and follow up on client elevated issues that cannot be resolved by others
  • Continually searches for ways to improve customer service and remove barriers
  • Demonstrates a strong sense of ownership and a commitment to achieving meaningful results
  • Demonstrates a can-do spirit, a sense of optimism, ownership and commitment
  • Tailors communication style and content to the audience
  • Handles all situations in a professional, ethical manner
  • Escalates special situations or problems as necessary

 

Leadership:

  • High energy with a ‘take charge’ and ‘make it happen’ attitude
  • Strong leadership and mentoring skills. Ability to lead and motivate personnel.
  • Develops and implements a high performance and superior customer service team
  • Chooses courses of action or makes decisions that are consistent with policies and procedures; efficiently and effectively
  • Ability to judge talent, hire needed team members and create a positive team environment
  • Ability to coach, develop and mentor team members
  • Strong interpersonal skills and ability to work within all levels inside and outside of the organization

Productivity:

  • Ensures all goals and departmental service standards (SLAs) are met
  • Meets productivity goals in times of fluctuating volumes
  • Consistently meets quality control and data integrity standards
  • Effectively utilizes available tools
  • Ability to meet deadlines

Requirements/Education/Experience:

  • College Graduate preferred.
  • 10+ years related experience in TM or Banking Customer Service roles
  • Subject matter expertise in most complex business & TM products preferred
  • Strong time management and organizational skills evidenced in previous assignments
  • Thorough knowledge of Microsoft products
  • Previous team lead and or direct management experience
  • Self-starter, works with minimal direction
  • Strong verbal and written communication skills
  • Thorough understanding of TM products

Work Hours:  Monday thru Friday, 8:00am - 5:00pm

Location: Memphis, TN

#LI-KK1



Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)