Client Services Data Analytics Process Manager - The Clearing House : Job Details

Position Summary: The Client Services Process Manager will support a team of Payment Specialists who serve as the face of TCH, providing clients a primary point of contact for payment system support needs, while simultaneously coordinating with the other operations teams to fulfill client needs. In addition to owning delivery of a high-profile, bespoke component of our product offering, the incumbent will be responsible for 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. 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
• Must be available to provide coverage when needed and available to work weekends
• 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
• Maintain formal operations and procedural documentation
• Banking systems background in a batch and or real-time
• Must have working business knowledge of credit/debit cards and related industry partners and processes, including card network standards such as EMV
• 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 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
• Execute monthly reporting for management and customers
• Assist in ad hoc projects as assigned and new product launch operations support
• Cross-train on core functions completed within the unit in order to provide back-up support as required for staff shortages or during critical times

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.