Position Summary:

The Client Services Data Analytics Process Manager will support a team of Client Service Specialists who serve as the face of TCH, providing clients a primary point of contact for payment system support needs. In addition to owning delivery of a high-profile, bespoke component of our product offering, the incumbent will be responsible for identifying and overseeing efforts to improve processing efficiency and overall operational effectiveness of the team, helping to ensure TCH clients receive the high-touch, personalized service that is the bedrock of the customer-first support model. They will also own and drive forward the implementation of modern tools and channels as we continuously look to enhance our overall Service offering, helping to establish and execute against the future vision. In addition to these efforts, they will own and drive strategic enhancements across the broader Client Delivery organization. This role will require the ability to effectively multitask and deliver against competing priorities, with a constant attention to controls and compliance.

This role requires working a set schedule, which will typically involve a 5-day work week, Monday through Friday. Evening, weekend, and holiday support may be required from time to time.

Qualifications Required:

• Bachelor’s degree in business-related field or a minimum of 5-10 years practical work experience
• Relevant experience in Banking or Financial institutions strongly preferred
• Significant experience automating and/or streamlining manual operational processes
• Strong track record of introducing new tools and client communication channels
• Proven ability to effectively own and manage multiple workstreams, driving for on-time completion within budget constraints
• Ability to help set future direction based on client and business needs
• Must have experience working in a Mainframe and Windows Distributed systems environment
• Ability to work in a fast-paced environment with competing time sensitive priorities
• Strong attention to detail to ensure firm policies and procedures are adhered to and regulatory requirements are met
• Excellent verbal and written communication skills (must establish good rapport with internal and external customers)
• Should demonstrate a strong knowledge of clearing and settlement functions
• Operations background with firm knowledge of various processing, settlement, reporting and regulatory rules and regulations
• Banking systems background in a batch and or real-time
• Apply knowledge of banking and EFT payments systems to assist clients
• Working knowledge of standard computer software, including MS Excel (strong proficiency required)
• Experience working with specific end-user automation tools, such as Power Automate, strongly preferred

Essential Functions and Responsibilities:

• Own and deliver against a complex, bespoke process that is core to the delivery of TCH’s largest growth product.
• Manage several concurrent initiatives aimed at increasing overall efficiency, including identifying and implementing automation and enhancement strategies
• Help set direction for the next generation of our Service delivery to clients; own and drive enhancement efforts, as well as the introduction of new tools and communication channels
• Develop and execute against monthly reporting for management and customers
• Assist in ad hoc projects as assigned and new product launch operations support

Success factors/job competencies:

• All service level agreements are achieved
• All issues expeditiously resolved and thoroughly documented
• All documentation completed and maintained accordingly
• 100% compliance with internal regulatory requirements
• On-time delivery of efficiency & control initiatives
• Clear and timely communication with internal and external customers and co-workers
• Maintenance of department procedures, schedules, and checklists
• Maintenance and creation of reports for team and management

Physical demands and work environment: Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Employees will report to the office two to three days each week. Onsite work requirements may change at any time. Occasional travel may be required.