FedNow Operations Center Lead

Company

Federal Reserve Bank of Boston

This is a 1st Shift role, Saturday through Wednesday.

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, FedNowSM, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.

The Federal Reserve has developed a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow Service. This service enables financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of this mission-critical Federal Reserve initiative that is transforming the payments landscape in the United States.

Position Contributions –

We're seeking an exceptional Lead for our FedNow Operations team to provide strategic oversight and day-to-day leadership for the Federal Reserve's instant payment service. The ideal candidate will drive operational excellence, foster team development, and ensure service reliability while championing the Fed's values.

The work week for this position is from Saturday through Wednesday. This position requires that any days during the week (Monday through Friday) are on-site with some flexibility on the weekend (Saturday/Sunday). Candidates must reside in a commutable distance from the bank.

What will be expected of you –
 

• Develop and maintain deep expertise on the FedNow Service, staying abreast of industry trends and best practices
• Facilitate high pressure troubleshooting calls with customers on Production issues 
• Ensure the continuous 24/7/365 seamless operation of the FedNow instant payment service
• Independently identify gaps within the FedNow ecosystem and proactively propose solutions
• Lead, develop, and mentor a diverse team of analysts, fostering a culture of continuous learning, innovation, and operational excellence
• Collaborate with cross-functional teams to enhance service delivery, resolve complex issues, and drive strategic initiatives
• Translate strategic priorities into actionable operational plans, ensuring alignment with organizational goals
• Identify and implement process improvements to enhance the efficiency and reliability of the FedNow Service
• Develop and implement metrics and reporting frameworks to measure and communicate operational performance
• Manage incident response for critical payment system disruptions, ensuring minimal impact on service delivery
• Represent the FedNow Operations team in leadership forums and strategic initiatives, advocating for the team’s needs and contributions
• Maintain an unwavering commitment to delivering a world-class, end-to-end customer experience
• Develop knowledge documentation, training materials, and automation ideas to improve customer experience
• Demonstrate flexibility and adaptability to support organizational growth through multiple roles

Expertise You Would Bring -
 

• Education and Experience:
  • Bachelor’s degree with 10+ years of relevant work experience; or 15+ years of relevant work experience
• Leadership Experience:
  • Experience leading teams within 24*7 support operations for a large enterprise
  • Experience leading support operations for a cloud-based Service (preferred)
  • Demonstrated ability to inspire, mentor and motivate analysts on high-performing teams
  • Experience leading through ambiguity and complexity in a rapidly evolving environment
  • Track record of leading inclusive teams where diverse perspectives are valued
  • Experience fostering accountability while maintaining psychological safety
  • Proactively faces difficult issues and supports others who do the same
• Analytical and Problem-Solving Skills:
  • Strong analytical and problem-solving skills with a demonstrated ability to quickly gather, analyze, and synthesize information
  • Initiative and innovation toward improving customer experience leveraging cutting edge technology
• Organizational Skills:
  • Strong organizational and time management skills
  • Ability to work in a demanding environment and handle multiple competing priorities

It's added value if you have-

• Expertise with ISO20022 messages
• ITIL certification
• Expertise using ServiceNow or similar tools within a large enterprise
• Expertise using Application monitoring tools
• Expertise within support operations spanning multiple contact channels
• Expertise within support operations for a cloud-based Service

Salary

The salary range for this position is $117,400.00 - $176,200.00. The Boston Fed believes in salary transparency. The final salary and offer will be determined by the applicant’s background, skills, internal equity, and alignment with market data. Whether you’re developing into the job or are a more seasoned candidate, we aim to pay competitively. If you reside outside of the 1st District, you may be hired by your local Federal Reserve District and compensation will follow hiring District's range and policy.

The Federal Reserve Bank of Boston is committed to provide equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.

    

All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.    

For this job, any offer of employment is contingent upon successfully passing a two-phase security screening. The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks. 

The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position.  Depending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers.  

All applicants must have resided in the United States for at least three (3) years

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Operations Family Group

Work Shift

First (United States of America)

The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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