VP Client Services

Job Location US-SD-Sioux Falls
Type
Regular Full-Time

Overview

Lead the client relationship team and oversight functions for the Pre-Paid Card Services Business.  Manage relationships with new and existing pre-paid card partners from the business sale through implementation, servicing, and oversight by Bancorp.

Responsibilities

Essential Functions

 

  1. Manages the Relationship Management and Change Control team.  Interview, hire, set high performance standards, and manage team performance in accordance with all applicable HR policies and procedures.  Create a flexible and energized work environment, fostering an atmosphere that enables employee trust and engagement.  Inspire confidence and motivate others to perform at their best. Develop and coach staff while effectively addressing performance issues. 
  2. Leads client oversight activities in accordance with FDIC letter FIL 44-2008 and other applicable regulatory guidance letters for all clients with complex services which require special executive oversight.  Work closely with compliance and third-party risk teams to ensure necessary oversight practices, reviews, and controls are in place and effective.
  3. Monitors to ensure all regulatory, compliance and operations issues are being resolved in a timely manner.
  4. Acts as an escalation point for staff as well as clients to ensure efficient resolution of any issues or concerns.
  5. Directs implementation project planning, procedures, and processes.  Ensure processes operate smoothly and efficiently and approve changes as needed to enhance or improve the client experience. 
  6. Develops and plans short and long-term strategies and initiatives for the client services team that balance business strategies with the organizations’ risk management and compliance practices and standards.
  7. Acts as the lead arbitrator on all escalated client management or operational issues.  Brainstorm solutions with the team and approve actions as needed on the highest-level business operations and/or client relationship/service problems and issues.
  8. Reviews, analyzes, and prepares presentations on key management operational metrics and business indicators such as processing issues, fraud cases worked, etc. Present recommendations and future to senior corporate leaders to increase operational effectiveness and manage risk exposures.
  9. Explores opportunities to improve operational productivity with the team. Perform routine review of the staff’s work to ensure processes are being followed and coach as necessary.
  10. Ensures adherence to all regulatory and compliance rules, regulations, and guidelines during implementations. 
  11. Performs other duties as assigned.

Qualifications

Education/Experience Requirements

  • Undergraduate degree in a related field or an equivalent combination of training and experience.
  • Eight years related relationship management or business development, including five years project management experience and eight years banking or prepaid operations experience from which was attained a strong knowledge of compliance rules and regulations.

Preferred Requirements

  • PMI certification is a plus.
  • Strong working knowledge of the project management in a banking environment.
  • Excellent verbal, written, and interpersonal communication skills with the ability to communicate well with all levels of employees, management, team members, staff, and external partners.
  • Excellent sales and client relationships skills with the ability to problem-solve as issues arise.
  • Excellent leadership skills with demonstrated ability to motivate others and take the lead.
  • Excellent client relationship skills with the ability to effectively manage the highest-level client concerns.
  • Team player able to work effectively in a team fostered, multi-tasking environment.
  • Position is required to travel 10%.

Employment with The Bancorp includes successfully passing a background check including credit, criminal, education, employment, OFAC, and social media background history.

 

The Bancorp is an EQUAL OPPORTUNITY EMPLOYER and will not discriminate on the basis of race, color, religion, gender, gender, identity, sexual orientation, pregnancy, citizenship, national origin, age, disability, genetic information, veteran status or other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.

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