Job DescriptionThe Treasury Services Client Delivery Manager leads the team responsible for the implementation of cash management solutions and proactive ongoing service to the Bank's largest corporate customers; adopts proven implementation methodologies to ensure solutions are delivered in a consistent and professional manner; and provides support to sales officers to secure the business of potential customers by working closely to refine customer solutions. In addition, the incumbent serves as a project lead/subject matter expert on enterprise-wide projects & initiatives and is the point person on the implementation of FTP/direct transmission set-ups. This role manages the onboarding team and client support specialists, working closely with the Treasury Services Manager to oversee the onboarding experience, coach staff and continually improve CX delivery to high-touch corporate clients.
MAJOR RESPONSIBILITIES: - Manages team of 5-6 onboarding/client support specialists focused on client onboarding, training, day-to-day support and issue resolution, focusing on delivering best of breed cash management service to complex corporate clients. Responsible for managing CX results measured by NPS/OSAT results, and monthly reporting on clients served and interactions. Meets regularly with team members to provide feedback and track progress towards annual goals and long-term development plans. Ensures delivery on proactive service model and speedy resolution of issues by team.
- Leads servicing teams assigned to most the Bank's most complex/profitable clients, partnering across business lines to ensure seamless delivery of CX and proactive management of key relationships.
- Provides technical assistance and file testing of all data files, including ACH, check issue files, BAI files & Image Cash Letter (ICL) transmitted to the bank/customer.
- Takes lead/SME role on enterprise-wide projects that align with cash management products and services, specifically those involving payment processing or online banking components.
- Assists product managers to ensure the smooth launch of new products, as well as enhancement of existing services through active involvement in the product development cycles.
PROBLEM SOLVING & DECISION MAKING: The role of the Treasury Services Client Delivery Manager is primarily self-directed, requiring high-level problem-solving capabilities and the ability to independently communicate resolutions to both internal and external customers in a professional manner.
REQUIREMENTS: Education and Experience - 10+ years banking experience, minimum 5 years working with cash management products and services
Skills/Knowledge - Excellent working knowledge of corporate cash management products and services
- Extensive project management and/or process management experience
- Knowledge of payment systems, including strong knowledge of the ACH network and file specifications.
- Ability to work independently and manage multiple tasks under a high-volume workload; self-starter with strong organizational and planning skills; able to meet deadlines, provide continuous feedback and regularly follow up on outstanding items
- Comfort/experience with technologically complex set-ups; strong ability to relay technical questions in a way end clients can understand
- Strong understanding of corporate customer expectations and excellent communication and interpersonal skills
- Training and/or teaching experience, preferably in a corporate or college setting
- Accredited ACH Professional (AAP) or Certified Treasury Professional (CTP) preferred.
Working Conditions The Treasury Services Client Delivery Manager is primarily remote with in-office for team collaboration on a regular cadence. Some travel to customer locations within the Bank's geographic footprint is required.
About UsAt Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement.
Eastern Bank is an Equal Opportunity Employer of women, people of color, LGBTQIA+, religion, national origin, citizenship, neurodivergence, age, Veterans, individuals with disabilities, or any other characteristic protected by law.
At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If you're excited about this role but your experience doesn't fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU.
