Job Description

The Service Delivery Manager is responsible for leading the Commercial Services Service Delivery team, ensuring exceptional client support and operational excellence across onboarding, Level 2 (L2) support, and service delivery functions. This role oversees a team responsible for resolving complex client issues, facilitating implementation and onboarding of treasury management products, and supporting cross-functional initiatives related to product and project management.

The ideal candidate is a customer-focused leader with experience managing service operations, improving processes, and partnering across Sales, Product, Operations, and Technology to deliver an outstanding client experience.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop the Service Delivery team responsible for L2 support, treasury product onboarding, and operational service delivery.
• Establish performance expectations and provide regular feedback to ensure high-quality service and employee development.
• Foster a culture of accountability, collaboration, continuous improvement, and customer-first service.

Service Delivery & Customer Support

• Oversee the resolution of escalated Level 2 customer support issues, ensuring timely and effective problem resolution.
• Monitor support queues and team workloads to ensure service level agreements (SLAs) are consistently achieved.
• Drive exceptional customer service by identifying trends, addressing root causes, and implementing proactive solutions.

Treasury Product Onboarding

• Manage the end-to-end onboarding process for treasury management products and services.
• Ensure new client implementations are completed accurately, efficiently, and in accordance with established timelines.
• Partner with clients, Sales, Operations, and Product teams to deliver a seamless onboarding experience.

Operational Excellence & Process Improvement

• Analyze support and onboarding metrics to identify opportunities for operational efficiencies and improved client experiences.
• Develop reporting and dashboards that provide visibility into team performance, service quality, onboarding timelines, and operational trends.
• Lead continuous improvement initiatives to streamline workflows, reduce risk, and enhance service delivery.

Cross-Functional Partnership

• Collaborate closely with Product Management to provide customer feedback, identify enhancement opportunities, and support product releases.
• Partner with Sales and Relationship Management teams to ensure a consistent and positive client experience throughout the customer lifecycle.
• Support broader departmental initiatives, including product launches, operational projects, and process improvement efforts.

Governance & Compliance

• Ensure team adherence to internal policies, procedures, regulatory requirements, and risk management standards.
• Develop, maintain, and continuously improve operational documentation, process guides, and standard operating procedures for treasury products.
• Promote operational consistency through documentation, training, and knowledge management.

Qualifications

Required

• Bachelor's degree in Business, Finance, Information Systems, or a related field, or equivalent work experience.
• 5+ years of experience in customer service, service delivery, treasury management operations, banking operations, or client support.
• 2+ years of people leadership or supervisory experience.
• Experience managing Level 2 support functions, client onboarding, operations, or implementation teams.
• Strong analytical and problem-solving skills with experience using metrics to drive decision-making.
• Excellent communication, presentation, and relationship management skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong proficiency with Microsoft Office, particularly Excel and PowerPoint.

Preferred

• Experience supporting Treasury Management products and services.
• Knowledge of commercial banking operations and treasury management solutions such as ACH, Wire Transfer, Positive Pay, Remote Deposit Capture, Lockbox, Integrated Payables, and online banking platforms.
• Experience with project management methodologies or product management initiatives.
• Familiarity with CRM, ticketing, and workflow management systems.

Success in this Role

A successful Service Delivery Manager will:

• Deliver exceptional client experiences through responsive and effective service delivery.
• Build a high-performing, engaged team focused on accountability and continuous improvement.
• Use operational metrics and data to improve efficiency, reduce client friction, and optimize onboarding and support processes.
• Develop strong partnerships across Sales, Product, Operations, and Technology to enhance treasury service delivery.
• Ensure operational excellence through consistent execution, process documentation, compliance, and continuous refinement of procedures.