Position Summary

The Senior Manager, Bank Services is responsible for leading teams providing various services and operational support to the Bank's membership and internal customers. These services include traditional bank products, compliance support, Safekeeping and Money Desk Operations. Additionally, this leader will be responsible for management of key initiatives, technology deployments and enhancements, vendor relationships and process optimization efforts.

Primary Success Factors

• The Senior Manager, Bank Services manages multiple operations functions and strategic initiatives in the Bank's Centralized Operational Resource Group. This key management role ensures efficient delivery of Bank products and services and provides operational support to internal and external customers.

• Responsible for delivery of support and operational guidance to the Banks' membership. Ensures timely resolution of complex customer issues and escalations according to prescribed standards. Accountable for conducting root-cause analysis and resolving any underlying issues impacting service levels.

• Responsible for ascertaining adequacy and reliability of controls and risk mitigants and implementing new or improved controls as necessary. Develops and implements policies and procedures ensuring compliance with applicable laws and regulations and Bank policy.

• Plays active leadership role in all Risk Assessments, Audits and Exams. Proactively escalates and mitigates any risk concerns while maintaining effective partnerships with Enterprise Risk Management, Audit, etc. Ensures all policies and procedures, control documents, process flows, etc. are accurate and updated appropriately.

• Assists the Director and senior leadership with the development and deployment of strategic goals, ensuring alignment of departmental plans and objectives with Bank-wide strategic priorities.

• Possesses ability to work cross-functionally among other disciplines in the Centralized Operations Group and the broader Bank and to maintain productive, positive working relationships.

• Responsible for development, training and coaching of team members increasing overall bench strength and engagement of team. Tasked with mitigating any key person risk and ensuring that no new dependencies are created.

• Actively participates in the development of the annual budget and manages expenses appropriately. Identifies and implements efficiencies, automation, and process improvements.

• Directs the implementation, enhancement, and maintenance of operational systems of record and various applications. Collaborates with internal stakeholders on potential new products and process improvements to ensure system capabilities and member needs are met. Responsible for new product set up, test plan development and system testing.

• Manages key projects for COR and represents the organization in all technology prioritization efforts. Plays leadership role in change management and in the development of COR's annual Communication Strategy, Business Continuity Plan, and Engagement Action Plan. Effectively represent members' interests in all prioritization, technology, and resource allocation activities.

• Leads staff by effectively managing capacity and productivity, coaching for optimal performance, and recognizing and rewarding performance.

• Acts as a role model and demonstrates behavior that actively supports the Guiding Principles of the Bank and promotes diversity and inclusion in the workplace.

Required Experience

• Bachelor's degree or equivalent experience; MBA is a plus

• Seven or more years of banking or financial services operations experience, including at least three years prior management experience of staff and complex processes

• Experience leading complex strategic initiatives and technical projects with multiple stakeholders

• Background in vendor management and partnering with external third partner service providers, preferred

• Experience managing multiple concurrent functions preferred.

• Project management certification is a plus.

• Analytics and reporting experience including managing teams to scorecard metrics and quantifiable improvements.

• Demonstrated knowledge of banking operations, products, systems, and controls

• Excellent analytical, quantitative, and problem resolution skills

• Technology acumen and proficiency in various systems and applications

• Strong organizational skills

• Superior communication and collaboration skills

• Well-developed customer service skills

• Strong internal control orientation

• Ability to manage and prioritize multiple tasks/projects/responsibilities and deadlines simultaneously

• Proven ability to lead and manage change effectively in a fast paced, dynamic environment

• Highly adaptable with a strong results orientation

It is the policy of the Federal Home Loan Bank of Pittsburgh to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, religion, color, sex, national origin, age, disability status, genetic information, veteran's status, ancestry, sexual orientation or status as a parent as defined by applicable law. It is the Bank's policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.