Sr. Process Manager

Overview

Role:
Sr. Process Manager

Location:

McLean, Richmond, or NYC most likely – hybrid

Duration: 12 Months – possibility for extension or conversion

Interview: 1 Round – 30 Minutes

• Operations experience in Treasury Management
• Someone who has done set-ups or back office related work
• Client support experience – someone who can assist customers, get them set up, train them, etc.

• Sales experience within Treasury Management – still needs to be someone with operations experience as well – someone who is just from a sales background will not work here

The SBB Onboarding Specialist will possess an in-depth technical knowledge of Treasury Management products. Candidate will utilize their expertise to manage the end-to-end implementation process for Treasury Management accounts and provide product implementation support and training to clients. The SBB Onboarding Specialist will work closely with the client, Treasury Management Sales Officers, Client Service Teams, and business partners to drive revenue generation by improving client experience and increasing client retention rate through effective management of client implementations.

The SBB Onboarding Specialist is responsible for implementing and directing all aspects of Treasury Management products and related service set-up for new and existing clients of Treasury Management Offerings. Acting as a central point of contact for the client throughout the implementation process, the Onboarding Specialist develops a customized plan for each client and directs junior resources and required internal partners (i.e., product, operations, technology, and risk) to ensure delivery of products and services is completed within agreed upon time frames, with full ownership of end-to-end process from client commitment to revenue generation.

• Operate independently and exercise professional judgment in making decisions that impact the client experience
• Establish and maintain a high level of credibility with clients and business partners
• Provide a best in class client experience, while managing internal and external client expectations
• Serve as product expert by accompanying and/or supporting sales officers on client calls to explain more complex product set-up to customers, provide feedback and advice on modifications, and help ensure our capabilities meet client needs
• Act as a subject matter expert, provide feedback and advice on modifications of Treasury Management Products
• Will work jointly with Treasury Management Sales on deals prior to sale commitment
• Facilitate pre-implementation kickoff & post sale call with client to review project requirements, develop plan of approach, roles and responsibilities, discuss documents / information required from the client, and determine agreed upon time frames for completion; maintain regular communication with client and Treasury Management Sales Officer to update status and address issues
• Effectively manage each implementation as a custom client-specific project from end to end while meeting defined SLAs with a focus on expediting revenue generation
• Maintain a current portfolio of client implementations and related promised dates, monitoring requests in queue to ensure aged items are expedited in a timely basis
• Individually responsible for the quality and timeliness of all project deliverables, including executing client Operational Instructions, as well as the implementation of relevant project management practices
• Conduct new client training
• Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes, and industry knowledge
• Ability to prioritize daily workload to maximize productivity