Treasury Management Implementation Director

Responsibilities

• Lead Treasury Management (TM) Implementation strategy across innovation products, TM products and services, and digital transformation initiatives, with a focus on accelerating organic deposit growth and TM revenue.
• Serve as executive sponsor and driver for automation, ServiceNow, and digital transformation initiatives.
• Drive speed to revenue by streamlining implementation processes, leveraging automation and ServiceNow workflows to shorten onboarding timelines and improve client time to value.
• Act as a change agent for modernization, identifying and executing opportunities to simplify, standardize, and automate implementation and servicing activities to support growth at scale.
• Sponsors transformation and automation initiatives; manages change adoption and communications.
• Represents TM Implementation on enterprise committees, steering groups, audits, and strategic projects; works closely with other ONB teams – IT, Operations, etc. to deliver strategic outcomes.
• Leads cross-functional initiatives with TMCS, TM Sales, Operations, Product, Technology, and Risk/Compliance to remove friction and improve service delivery.
• Champion client experience improvements using voice-of-client insights, surveys and analytics.
• Govern escalation pathways for high-value and high-risk clients.
• Improve onboarding experience, time to value, and service consistency.
• Establishes service standards, performance measures, operating procedures, and governance for Implementation.
• Oversees SLA performance, first-contact resolution, quality assurance, and operational reporting across channels.
• Lead ServiceNow automation strategy across Treasury Management Implementation by partnering with TM Client Service, Operations, IT, ServiceNow, and key business stakeholders to design scalable workflows that reduce manual effort, improve transparency, and accelerate client onboarding and revenue realization.
• Simplify, standardize, and automate implementation and servicing activities.
• Partner with Operations, IT, ServiceNow teams, and business stakeholders to design scalable workflows.
• Ensures strong internal controls and compliance; leads remediation of audit findings; proactively strengthens risk posture.
• People Leadership:
• Leads a multi-layered organization (Supervisors with their own direct reports and separate individual contributors) across multiple locations or specialty teams.
• Champion talent excellence by building, developing, and retaining high-performing Implementation teams, while fostering a culture of accountability, continuous improvement, and client focus.
• Manages and provides day-to-day oversight to Supervisors (with their own direct reports) and individual contributors (with limited guidance) to ensure success, internal/external client satisfaction; is a point of escalation (removes barriers/obstacles) as well as decisions requests by team members without sufficient authority or expertise for the subject request.
• Owes workforce planning, staffing strategy, and budget/FTE allocation; ensures scalability and coverage across channels.
• Drives accountability and coaches – set standards, monitor progress, address issues/underperformance through formalized processes; develops future leaders through coaching, stretch assignments and succession planning.
• Fosters collaboration and celebrates team wins – encourages cross-functional work and shared ownership; recognizes individual and team achievements.

Qualifications

• Bachelor’s Degree and/or H.S. Diploma/GED with related experience.
• Minimum seven (7) Treasury Management or Treasury Operations experience with deep product/technology knowledge.
• Five (5) years or more of leadership experience managing multi-site, multi-layer service/operations teams.
• Certified Treasury Professional (CTP) and/or Accredited ACH Professional (AAP) preferred.
• Significant Treasury Management industry experience working with large and sophisticated clients.
• Proven track record in organizational leadership, transformation, and strategic operations.
• Expertise in strategic planning, financial analysis, and team management.
• Advanced skills in client relationship management and retention.
• Demonstrated ability to lead high achieving teams and deliver exceptional results in a fast-paced, high-pressure environment.
• Results oriented focus with ability to take control of situations, display ownership, make decisions, act, be accountable for those actions.
• Builds and maintains deep trusting relationships with others internally and externally.
• Thorough with strong attention to detail – ensures work product is complete; takes ownership of the duties, tasks, and strategic items assigned.
• Absents obstacles and challenges – analytical; uses data to present business cases, make sound decisions and overcome objections.
• Strong problem-solving and follow-up skills with the ability to make independent decisions based on researched conclusions.
• Knowledge of Treasury Management banking products, services, policies, procedures and regulations.