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Federal Reserve Bank Operations Supervisor II/III in Minneapolis, Minnesota

Are you looking for an opportunity to use your leadership and customer service experience in a customer-oriented environment? The Federal Reserve Bank of Minneapolis is seeking an experienced leader with strong collaboration, problem solving, analytical and customer service skills to supervise an operations team in our Treasury Services Department. Core hours of operations are M-F from 6:00 a.m. to 5:00 p.m.

In this role, you will lead and coach an experienced team of back office customer support representatives who are responsible for the examination, maintenance and processing of Savings Bond requests submitted by consumers. You will help support the team to ensure that customer requests are processed in an accurate and timely manner while identifying process improvement opportunities to drive operational efficiencies through projects of varying scope. This team is currently working remotely.

Responsibilities include:

Supervise, coach, and develop staff members by communicating performance expectations, providing ongoing performance feedback, and ensuring that training and development plans and programs are implemented to address individual and team needs.

Monitor key unit metrics (e.g., quality measures, productivity, service level objectives, case volumes, etc.) against plan, and adjusts resources and workload as appropriate.

Provide ongoing performance feedback with each employee, including at least one documented performance management dialogue annually.

Identify and make recommendations to department management pertaining to employee recognition, performance management, hiring, salary administration, and disciplinary actions.

Ensure a high level of customer service by independently resolving routine to complex problems for internal and external customers. Escalates issues and concerns of the highest level of complexity as appropriate.

Audit, review and/or monitor operational processes and relevant controls, standards, regulations, policies and procedures to ensure consistent application and compliance.

Identify, analyze and evaluate business needs, assess benefits and risks, and recommends technical and/or business solutions to improve operations. Report exceptions or significant variances and escalates accordingly.

Communicate and collaborate across the organization regarding topics that may impact teamwork, processes, or resources. Continually build internal and external relationships that fosters a positive and productive working environment.

Participate in department and/or Bank work groups.

Monitor and track expenses within department budget. Approve expenditures within delegated authority limits.

Qualifications:

Bachelor's degree in business management or a related field, or an equivalent combination of education and experience.

Four or more years of supervisory experience required for level II; six or more years of supervisory experience required for level III.

Experience collaborating with others to accomplish tasks.

Strong analytical and problem solving skills; strong oral, written, and interpersonal communication skills; strong organizational and planning abilities; and strong thinking and judgment skills.

Basic understanding of automated tools and business applications that support ongoing operations.

Must be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency in any visa category.

Preferred:

Experience leading remotely.

Organization: *Federal Reserve Bank of Minneapolis

Title: Operations Supervisor II/III

Location: MN-Minneapolis

Requisition ID: 266274

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