Business Optimization Manager I

About the role

The Business Optimization Manager I is a hybrid position primarily based in our Columbia office. We are committed to your flexibility and wellbeing, and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week.

Responsibilities

• Leverage expertise in products and processes to support deal onboarding and drive innovation through data and technology.
• Enhance service delivery efficiency and control, while empowering supported teams to manage operations more effectively.
• Provide technical guidance on monthly account processing and reconciliation, supporting both new and existing deal requirements through setup, development, and troubleshooting.
• Ensure alignment with regulatory standards and risk management policies, handling and analyzing moderate to highly complex transactions involving loans, assets, securities, or payments.
• Act as a bridge between business and technology, contributing to system and process improvement projects, and acting as a lead developer for End User Developed Applications (EUDAs).
• Administer and manage moderate to high complexity of accounts, ensuring accurate operation of accounts per trust and other legal documents to identify administrative requirements and responsibilities.
• Deliver quality, sustainable and risk-compliant solutions that meet or exceed our customers' and employees’ needs and expectations within the agreed timeline.
• Correspond with clients, internal and external partners in response to inquiries, including sending documentation, following up on outstanding requests, and providing explanation of complex information.
• Proactively support the management of risk, in line with the risk policy, framework and appetite.
• Recognize an issue or problem and determine when to escalate or handle independently.
• Maintain awareness of market changes and developments, translating into new value-adding services and ensuring customer satisfaction in coordination with the team.
• Independently manage setup for standard deals, review and enhance EUDA models and reporting tools, interpret basic contractual terms, and assist in waterfall setup.
• Liaise with clients and servicers to resolve discrepancies, contribute to process improvement and automation initiatives, and manage work with limited supervision.
• Provide innovative and creative solutions for our customers with new products and new/nuanced concepts, foster team development and continuous improvement.

Requirements

• 4+ years of experience in one or a combination of the following: Corporate Trust, Financial Services, Account Management, Servicing, Operations, production or general office environment.
• A bachelor’s degree or military experience may offset one year of required experience.
• Preferred: Bachelor’s Degree.
• Corporate Trust experience.
• Relationship/Account Management.
• Excellent verbal, written and interpersonal communication skills.
• Ability to read and interpret complex legal documents.
• Must pay attention to detail while looking for exceptions and ensuring compliance within stated guidelines.
• Ability to navigate multiple computer systems and applications.
• Effective organizational, multi-tasking and prioritizing skills.
• Solid PC skills including proficiency with MS Excel.
• Basic Microsoft Access Skills.
• Ability to mentor and train less senior staff.
• Ability to work in high pressure and time sensitive environment.
• Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs and recommending solutions.
• Strong analytical skills with high attention to detail and accuracy.
• Ability to interact with all levels of an organization.

Qualifications

• Required: Bachelor’s Degree.
• Preferred: Corporate Trust experience.

Skills

• Technical guidance on account processing and reconciliation.
• System and process improvement projects.
• End User Developed Applications (EUDAs).
• Account management and servicing.
• Legal document interpretation.
• Customer service and relationship management.
• Process improvement and automation.
• Team development and mentoring.

Benefits

• Paid parental leave.
• Flexible working.
• Caring and inclusive culture.
• Health and wellbeing rewards.
• 401k matching and tax-advantaged flexible spending plans.
• Income protection.

Pay

The typical base pay range for this role is $85k – $100k/yr., and a current financial year on-target bonus of 5% subject to plan rules.

Schedule

This is a hybrid position primarily based in our Columbia office. We are committed to your flexibility and wellbeing, and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week.