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Federal Reserve System Operations supervisor II/III in Minneapolis, Minnesota


Federal Reserve Bank of Minneapolis

Apply critical thinking to provide superior customer service to external and internal customers by independently responding to and resolving routine technical service requests received via multiple channels while using a variety of applications, tools, databases and other resources.

Ability to identify inquiries and issues that require escalation to more experienced staff and/or management as appropriate.

Establishes and maintains accurate digital records and reviews forms, legal evidence, retail securities, and other documentation to ensure accuracy and completion of processes, transaction details and payments.

Ensures strict adherence and compliance to all regulations, guidelines and procedures.

Consistently meets department or business unit metrics for all work performed.

Maintains business expertise and the ability to adapt to changing technology, processes, procedures and controls.

Assists in the identification of day-to-day customer trends and other business needs to help improve operational efficiencies and drive process innovations.

Assists with peer training and mentoring.

May assist in the storage, retrieval, review and destruction of records and assist with maintaining and updating business and procedural documentation and database.

May assist other business units with responsibilities or provides coverage that require individuals to work specified times to accommodate business needs.

Performs other duties as assigned.

Essential Functions

  • Supervises and coordinates workload and staffing of a contact center.

  • Supervises and coordinates the activities of staff to ensure optimal day-to-day operating objectives are met while longer-term projects and objectives are achieved.

  • Provides work direction, mentoring, and leadership to staff.

  • Coaches and develops staff by communicating performance expectations, providing ongoing performance feedback, conducting performance reviews, and ensuring training and development plans and programs are implemented to address individual and team needs.

  • Makes recommendations to department management pertaining to employee recognition, hiring, salary, and disciplinary actions.

  • Ensures that start of day procedures are completed and maintained, shift operations run smoothly, transitions between shifts are stable and that end of day or shutdown procedures are completed and maintained.

  • Develops and maintains a high level of customer satisfaction through well-trained and knowledgeable staff.

  • Independently resolves complex and/or non-routine problems for internal and/or external customers.

  • Escalates issues and concerns of the highest level of complexity as appropriate.

  • Identifies, analyzes, and recommends new or enhanced procedures to improve effectiveness and efficiency of operations.

  • Assists management in conducting feasibility studies on new or improved technologies.

  • Ensures integrity of controls, regulations, and guidelines.

  • Communicates timely and effectively with staff and others about decisions affecting teamwork, processes, resources, and other areas of responsibility.

  • Collaborates with business partners to effectively achieve goals and objectives.

  • Monitors key unit metrics (e..g.., quality measures, productivity, service level objectives, volumes, etc..) against plan, and adjusts resources as appropriate.

  • Establishes goals for improving key unit metrics.

  • Audits, reviews and/or monitors operational processes and relevant controls, standards, regulations, policies and procedures to ensure consistent application and compliance.

  • May analyze and evaluate business needs, assesses benefits and risks, and recommends technical and/or business solutions.

  • Reports exceptions or significant variances and escalates accordingly.

  • Creates and provides a variety of written communications, including customer notices, technical recommendations, and status reports on projects/tasks to management; presents recommendations and statuses as requested.

  • Leads or participates in Department, Bank, or System work groups.

  • Monitors and tracks expenses within Department budget.

  • Approves expenditures within delegated authority limits.

  • Encourages creativity and actively seeks out diverse points of views, mentors others in the development of new ideas or innovative approaches to department work processes, while considering the Bank's existing culture.

  • Performs other duties as assigned.

Education/Certification and Experience/Skills Required

  • Bachelor’s degree in business management or a related field, or equivalent combination of education and experience.

  • Minimum 5 years of supervisory or equivalent experience in an operations function, call center function, or related functional area.

  • Experience to include leadership, coaching, and staff development as well as collaborating with others to accomplish tasks.

  • Demonstrated analytical, project management, and problem solving skills; oral, written, and interpersonal communication skills; organizational and planning abilities; thinking and judgment skills.

  • Proficiency using automated tools and business applications that support ongoing operations.

  • Demonstrates 9th District core values of: Service, Integrity, Inclusion, Initiative, Accountability, and Objectivity.

Our total rewards program offers benefits that are the best fit for you at every stage of your career:

  • Comprehensive healthcare options (medical, dental, and vision)

  • 401(k) match, and a fully funded pension plan

  • Paid time off and holidays

  • Generously subsidized public transportation

  • Annual educational assistance

  • On-site fitness facility

  • Professional development programs, training and conferences

  • And more…

The Minneapolis Fed is committed to developing a diverse workforce and providing an inclusive environment where all employees are respected and valued. We believe that we can foster development opportunities for all and reach our full potential by recognizing the unique experiences and identities of each of our colleagues. From economists to cash specialists (https://www.minneapolisfed.org/about-us/careers/job-profiles) , we work together to represent you in our economy.

Additional Information

*This position provides support for the Treasury fiscal agency functions, is risk rated MEDIUM, and as such requires the incumbent be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency in any visa category.

The Bank believes in flexibility to balance the demands of work and life while also recognizing the necessity of connecting and collaborating with our colleagues in person. Onsite work is an essential function of this position, and you are expected to be in the office 3 days per week for meetings and team collaboration, unless directed otherwise by your supervisor .

Full Time / Part Time

Full time

Regular / Temporary


Job Exempt (Yes / No)


Job Category


Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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.

Privacy Notice (https://www.kansascityfed.org/documents/7797/Workday_Privacy_Notice.pdf)

OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States—one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government.

OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward.

Why Our People Choose Us:

Our reputation precedes us

There will always be room for personal growth

Our people are first

You’ll find the right balance

Your responsibilities will be meaningful

We hope that you will be our future colleague.