At FNBO, our employees are the heart of our story--and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.
Our Modern, Flexible Workplace:
We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!
It is anticipated that an incumbent in this role will work remotely 100% of the time and will share a hoteling workspace if/when working onsite, as determined by business needs. The incumbent can work remotely from anywhere in FNBO's 8 state footprint.
The Sr. Manager, Commercial Payments Implementation and Onboarding role is responsible for overseeing a team of both customer facing and operational individuals responsible for the most critical first impressions our customers will have through implementing and onboarding new and existing Commercial Payments clients and their products. The Sr. Manager role is responsible for having their team deliver an exceptional customer experience with every implementation, both customer facing and operationally. This will be accomplished through being diligent in the oversight of each interaction, establishing performance and customer satisfaction metrics as well as the implementing operational efficiencies needed to onboard a new client. They will lead this multi-functional team and report on their performance on a regular basis. They will offer recommendations to other areas as they are closest to the customer to ensure we are continually improving our customer experience in every interaction.
About This Role:
- Oversee all responsibilities for onboarding and implementation process for both customer facing and operational setup functions.
- Responsible for the entire implementation and onboarding customer experience for all new and existing commercial payments customers.
- Ensure performance metrics are being met or exceeded for customer satisfaction and operational performance. In addition, provide oversight and direction for team to adhere to all needed processes, compliance and regulatory requirements outlined within our procedures processes where applicable.
- Management of multi-functional team of 12-15 to include performance items, end of year reviews, and any other items needed.
- Accountable for the formation of the team, identifying synergies and efficiencies in the work and implementing agreed upon changes.
- Accountable for having a motivated, engaged and high performing team members
- Assist with the implementation and adoption of new products and updates to existing that are customer impacting.
- Ensures continued improvement of the customer experience by recommending changes as needed and implementing new metrics. In addition, this role will be key in providing feedback to other areas including product, sales and account managers to implement efficiencies for the implementations and onboarding group and workflows and feedback for other areas as relevant to the customer experience.
- Participate in department and divisional initiatives by providing recommendations on products or process beneficial for the customer and fnbo.
- Develop and maintain a comprehensive knowledge of all commercial payments products functionality, internal processes and systems, compliance, and industry best practices. This includes but not limited to products relating to Treasury, Merchants and Commercial Card.
- Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
The Ideal Candidate for This Role:
- Strong leadership, presentation, and communication skills to influence diverse stakeholders across the enterprise
- Excellent written and verbal communication skills
- Ability to deliver difficult or sensitive information effectively and professionally to internal and external customers
- Strong problem-solving abilities
- Strong interpersonal communication with ability to work with various levels of management both internally and externally
- Ability to work independently without much supervision
- Customer-focused thinker with strong analysis, design, and implementation experience
Required:
- Bachelor's Degree required 3+ years previous management experience
- Proven track record of customer facing experience through either sales or servicing roles
- Ability to direct work through others
- Experience developing process improvements and efficiencies
- Proven ability to executive on strategies, projects and initiatives
Desired:
- 2+ years Corporate Treasury experience or Treasury Certification
- Prior retail or branch or operational banking experience
Compensation:
Compensation range (base pay): $80,119.00-$136,201.00
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20230196
Equity, Diversity, & Inclusion:
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
See the full FNBO Equity, Diversity, & Inclusion Statement here
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
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