Treasury Management Implementation Manager

Treasury Management Implementation Manager

The Treasury Management Implementation Manager role is a leadership position within the Treasury Management Implementation Team of the Commercial Bank. This position is responsible for two primary job functions: 1) leading, coaching, and developing a team of direct reports, and 2) assisting with operational/reporting responsibilities for the national Implementation Team and key projects/initiatives for the broader Payments Transformation & Client Delivery organization.

In addition to day-to-day interaction with assigned direct reports and the national TM Implementation Team, this position will partner closely with TM Sales/Product/Service, lending groups, and other operational departments to promote a collaborative approach toward delivering a best-in-class customer onboarding experience. This position will report to and work closely with the National Implementation Manager to drive forward the digitalization of the TM onboarding experience, while working to further evolve and streamline the setup process for TM services of low to medium complexity.

Responsibilities:

Leading & Developing a Team of Direct Reports:

• Lead and manage a group of officer-level colleagues by instilling a clear vision and customer-centric culture.
• Mentor and coach team members to achieve superior performance by:
  • Conducting monthly one-on-one meetings with direct reports.
  • Reviewing individual KPM results on a recurring basis.
  • Providing coaching, guidance, and constructive feedback on performance.
  • Identifying and resolving quality, performance, or risk-related issues.
  • Responding to internal/external feedback on relationship management or implementation issues.
  • Monitor team worklists continuously to ensure Implementation cases, Customer Service cases, and assigned workflow tasks are completed consistently within established SLA's.
  • Assist in facilitating weekly team meetings to distribute and share information with the national team.
  • Provide ongoing training and development opportunities for team members to enhance product knowledge, service delivery skills, and customer engagement strategies.
  • Recognize and reward individual and team achievements through recognition and CoStar awards.
  • Administer the PMP process with team members to establish individual performance goals and evaluate overall performance.
  • Oversee department PTO policies to ensure adequate coverage is maintained.
  • Attract, develop, motivate, and retain talented colleagues.

Involvement in Key Initiatives & Operations:

• Participate in projects related to process improvement, system conversions, implementation design, product knowledge, and changes that will affect individual and multiple customers.
• Participate in and champion change for opportunities that align with the enhancing the onboarding experience.
• Oversee updates of Playbooks, Communication Templates, and Procedures to ensure information is current.
• Resolve issues to customer satisfaction same-day or follow-up with status update within 24 hours.
• Execute and oversee quality control processes to verify accuracy of processes and identify issues/discrepancies.
• Cultivate strong relationships with internal Bank partners and external customers to achieve excellent partnerships and delivery of successful product implementations and training.
• Serve as a Workflow Coordinator for incoming implementation and consultation requests.
• Lead by example with ethical behavior and decision-making, setting a standard of integrity and responsibility for all employees to follow.