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Treasury Management Specialized Onboarding Manager in Memphis, TN at First Tennessee Bank

Date Posted: 4/9/2019

Job Snapshot

Job Description

The Treasury Management Specialized Onboarding Manager is responsible for the coordination and management of a group of specialists that service high value external clients and internal business partners via telephone, email and online requests within the wholesale channel. Requests involve onboarding new and existing clients with Treasury Management products in an accurate, professional manner while providing a differentiated customer experience. Responsibilities include hiring, training, overseeing quality of the team in performing work assignments delivering a high quality client experience, introducing and leading the team thru changes to introduce efficiencies and improvements, performance evaluations and initiating corrective and disciplinary actions to include terminations. Ensures duties are carried out in an efficient and cost effective manner.

Key Activities:

• Trains, coaches and supervises the specialized team
• Monitors work queues and prioritizes work to ensure tasks are completed within the defined Service Level Agreement (SLA)
• Maintains open communication with internal business partners and Treasury Product Managers.
• Assists clients and internal teammates with questions and provides answers, referrals or solutions.
• Meets or exceeds customer service needs and reports barriers.
• Shares knowledge and experience with team in support of high performance.
• Identifies and leads the implementation of enhanced processes to improve quality and efficiency
• Performs additional duties as assigned

Policy/Guidelines/Regulations/Laws/Compliance/Audit/Legal/Product:

• Thorough understanding of financial services business products
• Knowledge of procedures associated with financial services business products
• Chooses courses of action or makes decisions that are consistent with policies and procedures
• Ensures compliance with established bank policies, guidelines and regulatory requirements.

Customer Service:
• Fosters a positive working environment
• Functions as a collaborator with and extension of the market supported
• Provides guidance and support to internal business partners in order to meet the needs of external customers
• Able to coach internal business partners on business processes, products and requirements
• Provides timely, complete and accurate response to inquiries
• Continually searches for ways to improve practices and remove barriers
• Addresses client needs by involving the right people at the right time
• Demonstrates a strong sense of ownership and a commitment to achieving meaningful results
• Projects a positive image, acknowledges others efforts and accomplishments, exerts extra effort and a personal commitment to work
• Handles all situations in a professional, ethical manner
• Escalates special situations or problems as necessary



Productivity:

• Is a leader. Can self-initiate change when needed and oversee it end to end
• Ensures all goals and departmental service standards (SLAs) are met
• Tracks, logs and provides daily, weekly, monthly, quarterly reporting of production statistics as defined by management
• Meets productivity goals in times of fluctuating volumes
• Consistently meets quality control and data integrity standards
• Has a strong procedure and process orientation.
• Effectively utilizes available tools

Requirements Requirements/Education/Experience:

• College Graduate, highly preferred
• 5 or more years of supervisor or lead experience required; with outside client servicing preferred
• 5 or more years of supervising in a services production environment; banking experience preferred
• Experience with project management and project management tools/practices
• Strong time management and organizational skills evidenced in previous assignments
• Thorough knowledge of Microsoft products
• Self-starter, works with minimal direction
• Strong verbal and written communication skills
• Strong interpersonal skills and ability to work within all levels inside and outside of the organization
• Ability to meet deadlines
• Ability to coach and mentor team members

#LI-KK1
  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, gender stereo typing, and age. First Tennessee is an EO employer – M/F/Vets/Disabled.
  • Please view Equal Employment Opportunity Posters provided by OFCCP