Fulfillment Manager

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

SUMMARY

The Fulfillment Manager oversees the daily operations of the Fulfillment team, which is responsible for managing internal business online banking setups and integrating treasury management products for clients. This role ensures that fulfillment processes are efficient, accurate, and aligned with organizational goals while delivering an exceptional client and business partner experience. The manager will lead a team of associates, implement best practices, and collaborate with cross-functional teams to enhance service quality and productivity

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises and provides leadership to the Fulfillment team, including training, mentoring, and performance management.
• Establishes team goals, monitor progress, and ensure adherence to service-level agreements (SLAs).
• Foster a collaborative and client-focused team environment.
• Oversees the setup and configuration of online banking profiles for internal business clients.
• Manages the integration and delivery of treasury management products, such as security tokens and remote deposit capture (RDC) machines.
• Ensures fulfillment requests are completed accurately and within established timelines.
• Maintains high standards of customer satisfaction by resolving escalated issues and ensuring a seamless onboarding process.
• Works closely with the Training and Contact Center teams to align processes and provide a unified client experience.
• Collects and analyzes client feedback to identify areas for improvement.
• Develops and implements strategies to improve fulfillment workflows and reduce turnaround times.
• Leverages data from tools such as Salesforce and Microsoft Dynamics to track service levels, productivity, and performance metrics.
• Drives innovation by identifying and adopting new tools, technologies, or methods to enhance fulfillment operations.
• Ensures compliance with regulatory requirements and internal policies related to fulfillment activities.
• Prepares regular reports on fulfillment performance, client satisfaction, and key metrics for senior management.
• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Provide, present, and promote the Citizens Experience to all external and internal customers.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

The Fulfillment Manager fosters a collaborative and client-focused team environment by managing a team of fulfillment associates within the Customer Service Support department. This role will focus on leading, mentoring, and coaching associates to meet and exceed performance targets, enhance customer satisfaction, and uphold service quality standards. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training associates; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelors degree (B.A.) in business administration, finance, or a related field from four-year college or university; 5+ years of related experience and/or training in financial services, treasury management, or Client Services, with at least 2 years in a supervisory role.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. Ability to apply concepts of basic algebra and geometry, and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER & SOFTWARE SKILLS

CERTIFICATES, LICENSES, REGISTRATIONS

OTHER SKILLS and ABILITIES

• Strong leadership and team management skills.
• Excellent organizational and multi-tasking abilities.
• Analytical mindset with the ability to use data for decision making and process improvement.
• Strong communication and interpersonal skills, with the ability to build relationships with clients and internal stakeholders.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel. The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl. The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms. The associate must occasionally lift and/or move up to ten (10) pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is usually moderate.

Salary Range:$87,612.00 To $124,846.00 Annually