Manager of TM Servicing

Position Summary

The Manager of Treasury Management Servicing is responsible for leading the Treasury Management Servicing team and ensuring the delivery of exceptional support and service to Treasury Management clients. This position oversees the daily operations, service quality, associate development, and performance of the Treasury Management Servicing function, while serving as a subject matter expert for Treasury Management products and services. The Manager works closely with Treasury Management Sales, Commercial Banking, Operations, Digital Banking, Deposit Operations, and other business partners to support client retention, enhance the client experience, and drive continuous improvement in servicing processes. This role is responsible for managing escalated client issues, developing team capabilities, ensuring compliance with policies and regulations, and promoting operational efficiency.

Essential Duties And Responsibilities

• Lead, coach, motivate, and develop Treasury Management Servicing associates.

• Establish departmental goals, service standards, and performance expectations consistent with organizational objectives.

• Conduct performance evaluations and provide ongoing coaching, mentoring, and professional development.

• Manage staffing activities including recruiting, interviewing, hiring, onboarding, scheduling, and succession planning.

• Foster a culture focused on service excellence, accountability, teamwork, and continuous improvement.

• Monitor workloads and staffing levels to ensure appropriate resource allocation and service delivery.

• Oversee the day-to-day servicing and support of Treasury Management clients.

• Serve as the primary escalation point for complex client issues, service requests, and operational concerns.

• Ensure timely and accurate resolution of client inquiries while meeting established service level agreements.

• Partner with Treasury Management Sales Officers, Relationship Managers, and Commercial Bankers to support client retention and satisfaction.

• Promote a client-centric approach and identify opportunities to enhance the overall customer experience.

• Assist with client onboarding, service maintenance, and product support as needed.

• Maintain extensive knowledge of Treasury Management products, services, systems, and related operational processes.

• Support products and services including: ACH Services, Wire Transfers, Online Banking, Remote Deposit Capture, Positive Pay, Lockbox Services, Account Analysis, Fraud Prevention Services, Sweeps and Liquidity Management Solutions.

• Ensure departmental procedures and workflows are accurately followed and maintained.

• Absorb and assist with implementation and rollout of new Treasury Management products and services.

• Cook with internal departments to ensure efficient delivery of Treasury Management solutions.

• Establish and monitor department metrics, key performance indicators (KPIs), and service standards.

• Analyze service trends, client feedback, and operational data to identify improvement opportunities.

• Develop and implement process improvements that increase efficiency, reduce risk, and enhance the client experience.

• Prepare departmental reports and management information for leadership review.

• Lead special projects and strategic initiatives related to Treasury Management servicing and support.

• Maintain department procedures, job aids, and process documentation.

• Ensure compliance with all applicable laws, regulations, bank policies, and Treasury Management procedures.

• Support internal and external audits, regulatory examinations, risk assessments, and compliance reviews.

• Monitor industry and regulatory changes affecting Treasury Management services and implement necessary updates.

• Ensure associates complete required compliance and regulatory training.

• Promote strong operational controls and risk management practices to protect client and bank assets.

• Serve as a Treasury Management subject matter expert for internal business partners.

• Participate in vendor relationship management, system enhancements, and training opportunities.

• Support organizational initiatives and strategic objectives.

• Perform other duties and responsibilities as assigned.

• Evaluate service procedures, escalation processes, and technology tools and recommend/design strategic enhancements.

Qualifications

• Education and Experience: Bachelor's degree in Business, Finance, Accounting, Management, or related field preferred; or equivalent combination of education and experience. Minimum of five (5) years of Treasury Management, Commercial Banking, Business Banking, or related banking operations experience. Minimum of three (3) years of supervisory or leadership experience. Experience supporting commercial clients and Treasury Management products preferred.

• Knowledge, Skills, And Abilities: Strong knowledge of Treasury Management products, services, systems, and operational processes. Demonstrated leadership and team development abilities. Exceptional customer service and relationship management skills. Strong analytical, organizational, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Effective communication, presentation, and interpersonal skills. Ability to collaborate effectively across departments and organizational levels. Strong decision-making and conflict-resolution skills. Knowledge of banking regulations and operational risk management principles.

• Computer Skills: Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint. Experience with Treasury Management systems and digital banking platforms preferred.

• Certifications: Accredited ACH Professional (AAP) preferred. Certified Treasury Professional (CTP) preferred.