Treasury Management Service Delivery Manager

Responsibilities:

• Team Oversight and Development:
• Supervise and provide leadership to Treasury Management Support Client Associate.
• Conduct regular team meetings and training sessions to ensure team members are up-to-date with product knowledge, procedures, and regulatory requirements.
• Mentor and develop team members, providing guidance and support to enhance their skills and performance.
• Client Support and Implementation:
• Work directly with the Treasury Sales team to review pipeline and onboarding needs to ensure appropriate scheduling of installations and demonstrations is achieved.
• Provide comprehensive support to treasury customers, including answering questions, setting up accounts, resetting passwords, and updating agreements and transaction limits for all treasury products (ACH Origination, Wire Origination, Remote Deposit Capture, Lockbox, Account Analysis, etc.).
• Oversee the initiation, execution, and review of treasury agreements to ensure accurate and timely implementation of contracted services.
• Ensure contracted services are implemented within expected timeframes and accurately, ensuring appropriate service fees are charged.
• Monitor customer accounts to ensure services are delivered as requested and comply with treasury management procedures and bank policies.
• Demonstrations and Training:
• Provide demonstrations and training for customers on treasury product usage, including the installation and troubleshooting of hardware/software.
• Identify cross-sell opportunities and actively market additional products to existing customers.
• Product and Procedure Expertise:
• Stay informed of product updates and documentation while adhering to bank policies and procedures.
• Create, revise and review department procedures.
• Maintain strong working knowledge of bank products, procedures, regulatory requirements, and industry issues through ongoing internal and external training.

• Special Projects and Reporting:
• Lead research and development of special projects and perform support functions related to departmental tasks.
• Assist with creating and monitoring department reports on a scheduled basis.
• Contribute to special projects and system conversions as requested by the manager.
• Serve as the primary point of contact for internal audits related to treasury functions, ensuring timely and accurate information flow and facilitating audit processes.

• Customer Liaison and Issue Resolution:
• Ensure service and fulfillment-related requests/inquiries are directed to appropriate teams and resolved to achieve a high level of customer satisfaction.

Communicate resolutions to customers and act as a liaison between customers and the bank's operations departments