Manages day-to-day operations of the Analytical and Administrative teams through direct and indirect supervision. Accountable
for results of teams that provide effective application development and accurate/thorough analyses. Acts as a liaison between
FRB Dallas, the Treasury, the Treasury Relations and Support Office (TRSO) at FRB St. Louis, and Comerica/Xerox. Serves as
the main contact point for Bank departments such as IT, Facilities, Financial Management, Audit, etc. Serves as backup to the
Call Center Manager.
Manages professional employees and/or supervisors. Is accountable for the performance and results of a team within own
discipline. Adapts departmental plans and priorities to address resource and operational challenges. Decisions are guided by
policies, procedures and business plan; receives guidance from manager. Provides technical guidance to employees,
colleagues and/or customers.
Acts as a liaison between the IT development group and business units for the development and implementation of new
systems and enhancement of existing systems. Evaluates new applications and identifies systems requirements. Evaluates
new IT developments and evolving business requirements, and recommends appropriate systems alternatives and/or
enhancements to current systems. Prepares communications and makes presentations on system enhancements and/or
Oversees the business responsibilities related to application development and telecommunications,
including coordinating development timelines, prioritizing multiple releases, developing business
requirements, performing user acceptance testing, and implementing deployments.
Oversees the development of call volume projections to ensure staff levels are sufficient to answer
inbound call volume to meet quality and service levels without exceeding budget.
Oversees the production of various reports including individual performance related to quality, vendor
scorecards, customer satisfaction, and productivity based on quality monitoring results, quality assurance
valuations, and ACD reports.
Serves as the contact point for miscellaneous Bank efforts such as monthly/quarterly reports, business
continuity, procurement, risk management, corporate planning, audit, etc.
Develops 3-year plan with input from Treasury and management team that includes priorities/objectives
and budget with identification of risks, interdependencies, key decisions, milestones, and future
Considers and evaluates future business opportunities and technological enhancements.
Identifies and proposes, for the review of senior management, new programs, services, and operational
process improvement opportunities and directs implementation when approved.
Develops creative solutions to staffing and scheduling challenges.
Evaluates employees; writes, reviews and approves performance appraisals, counseling, training and other
personnel records; conducts meetings and advises and counsels to maintain policy and performance
standards, as well as morale/team cohesiveness.
Coaches professional and administrative employees on performance issues.
Federal Reserve Bank of Boston
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Approves and oversees hiring, training, compensation, promotion, discipline, dismissal, requisitions and
other personnel actions of analytical and administrative staff.
Makes sound decisions based on verified facts, available resources, and business objectives
Allocates resources among analytical teams to ensure adequate coverage for projects and after
hours/weekend testing of security patches and application deployments
Manages contracts with vendors for staffing, printing, mailing, and language services
Completes System wide surveys and may participate as a Bank representative in special studies, projects,
or workgroups which have District, System or industry impact.
Performs assignments that require a broad knowledge of applications, operations and proficiency in project
management such as implementation of new services and/or products, addressing and correcting
examination findings and reporting of the status of findings to the Board of Governors; facilitates and
develops quality assurance interventions.
Participates in work groups concerning regulations and application development best practices and
coordinates activities with agents and general public customers.
Provides leadership and develops recognition programs to create an atmosphere of high morale.
Performs miscellaneous duties of a related nature as assigned.
Acts as backup manager to the call center manager.
Perform other duties as assigned.
Manages a generally homogeneous team; adapts plans and priorities to meet service and/or operational
Knowledge and Experience
Minimum education required of the position: Bachelor`s degree in business administration, management, or
equivalent required; master`s degree preferred
Project Management Professional (PMP) certification
SAFR (Security Assurance for the Federal Reserve) certification
Minimum experience required of the position: At least 3 years of progressive management experience with
Minimum knowledge, skills and abilities required of the position: Knowledge of PC applications that include
Microsoft Word, Excel, and PowerPoint.
Knowledge of Bank wide processes and their potential impact on business plans/results
Knowledge of project management principles and practices.
Skill in managing vision and purpose while dealing with ambiguity and resource constraints.
Skill in keeping people well-informed through written, oral and interpersonal communication.
Skill in listening to improve collaboration of different opinions in order to reach optimal solutions.
Skill in developing and maintaining strong peer relationships at all levels.
Skill in customer service to Treasury, federal benefit recipients, and other stakeholders.
Skill in attracting, retaining, and developing talent needed to build effective teams.
Ability to influence Treasury senior management and other internal/external stakeholders.
Ability to identify and resolve complex technical, operational, and organizational problems.
Record of demonstrating the following competencies: managerial courage, motivation, customer focus,
interpersonal savvy, team building, and conflict management.
All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets
Control (OFAC) watch list checks at least once every five years.
The above statements are intended to describe the general nature and level of work required of this position. They are not intended to be
an exhaustive list of all duties, responsibilities or skills associated with this position or the personnel so classified. While this job description
is intended to be an accurate reflection of this position, management reserves the right to revise this or any job description at its discretion at any time.