Federal Reserve Financial Services Technical Operations Strategy & Evolution Manager

Company

Federal Reserve Bank of AtlantaFederal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), Check Services, and the FedNow® Service. In 2020, we undertook a strategic effort to transform FRFS from a product and support office framework to a national, enterprise-focused organization. The enterprise structure integrated the prior retail, wholesale, cash, and customer relations product and support offices into a new organization, which was further joined by the FedNow team in early 2024. Our North Star strategy, with the new structure, is to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.

We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

We value the diversity of our people, ideas, and experiences and are committed to building an inclusive culture that is representative of the communities we serve.

As a Federal Reserve System National Business Line, it is standard practice to post FRFS positions in all twelve Districts to provide transparency and equitable opportunities for all FRS employees to apply. Internal candidate(s) selected for this position will remain employed by their current employing District and serve as an employee of FRFS. The selected candidate’s new job title and associated pay range will be determined by the employing District and will continue to be subject to the employing District’s people policies and practices (i.e., remote/hybrid work posture, etc.).

We are a dynamic hybrid workplace environment.

We are seeking a driven, experienced and strategic Technical Operations Manager to join our team. In this role, you will play a pivotal role in leading strategy development and innovation for our FRFS Technical Operations team. You will be responsible for leading our Technical Operations Strategy, Metrics & Knowledge team, fostering a culture of innovation and collaboration.

Key Focus Areas for this Role: 

• Elevate and strengthen the analytical and metrics capabilities within TechOps.

• Uncover pain points and implement appropriate metrics to drive improvements

• Elevate internal TechOps strategy while enhancing our partnership with Payment Operations.

• Strengthen Knowledge Management practices and usage metrics/reporting. 

• Lead and coordinate refresh of knowledge articles in support of the move of applications to the cloud and co-located environments.

• Improve the integration of operations into the Product Development Lifecycle (PDLC) process as the PDLC continues to evolve.

• Strengthen working agreements/engagements with our primary product vendors.

• Develop relationships with Vendor Ops counterparts to increase proactive and collaborative solutioning.

Key Activities: 

• Work with leadership to develop and initiate near and long-term strategies for FRFS Technical Operations, including identification and tracking of   key results (KRs), actionable metrics, and process improvements.

• Produce clear, insightful reports for consumption by senior executives (CIO+).

• Create a highly collaborative environment that fosters innovation leveraging diverse perspectives and curiosity. 

• Lead and mentor a team of talented technical professionals, fostering a culture of collaboration, growth, and continuous learning.

• Lead the ongoing development and refinement of the Technical Operations communications, metrics, and knowledge management strategies, roadmaps, processes and capabilities. 

• Proactively identify and implement opportunities for automation, streamlining operations and improving efficiency.

• Work closely with product owners and engineers to ensure alignment between business objectives and technical execution, while advocating for sound technical decisions.

• In collaboration with other FRFS Operations teams, analyze and develop recommendations for operational efficiencies/improvements (i.e. incident reduction, improved incident response, improved telemetry, use of AI, etc.).

• Stay up-to-date on the latest trends and technologies (i.e. GenAI, ITIL, Service Management, etc.).

Qualifications:

• 6 years of experience in a technical or technical operations role.

• Bachelor’s degree from an accredited college or university, or equivalent combination of directly related education and/or work experience. 

• Proven track record of performing in a technical lead role and/or management of high-performing technical teams.

• Strong strategic, analytical, and critical thinking abilities   .

• Experience in developing and implementing IT strategies.

• Experience with data analysis and executive report preparation.

• A passion for innovation, automation, and continuous improvement.

• Excellent communication, collaboration, and problem-solving skills.

• The ability to stand up for your technical expertise and advocate for sound solutions in a collaborative environment.

• Experience with developing actionable metrics and taking action based on results.

• Ability to work hands-on when required.

• Experience with ServiceNow ITSM and Knowledge Management capabilities (a plus).

• Understanding of cloud computing platforms, infrastructure management, AI Ops (a plus).

Preferred Qualifications: 

• Experience with agile methodologies and development frameworks.

• Familiarity with security best practices and compliance regulations.

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

• Comprehensive healthcare options (Medical, Dental, and Vision)

• 401K match, and a fully funded pension plan

• Paid vacation and holidays; flexible work environment

• Generously subsidized public transportation

• Annual tuition reimbursement

• Professional development programs, training and conferences

• And more

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).

The Federal Reserve Bank of Atlanta is an equal opportunity employer.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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