First Republic Bank’s success has been driven by providing our clients with an unprecedented level of service and an outstanding client experience. This level of service can be seen in our Net Promoter Score that is not only one of the highest in our industry but one of the highest in any industry. The VP, Internal Colleague Services is the key position to drive that same level of client service and experience to our internal clients, the Bank's colleagues.
The VP, Internal Colleague Services leads the teams that provide the key technology experiences used by the Banks colleagues on a daily basis as well as the support (in person and phone/chat service) to the Bank colleagues. This individual will lead the following teams:
We are looking for a leader who will be a passionate advocate for our internal clients, our colleagues, insuring they are provided with outstanding technology services that will enable them to be more productive in their day to day. He/She will demonstrate a product management mindset in delivering an outstanding customer experience, by constantly seeking feedback and using metrics to drive continuous improvement. This leader will be reaching out to our colleagues often and will build strong relationships throughout the enterprise.
A key part of this individual’s responsibilities will be partnering with our application development and infrastructure teams to ensure that all deployments of systems and technology are organized and delivered with a colleague first approach. It is essential that we minimize any colleague disruption and to ensure all changes made invoke a positive colleague experience.
During production related issues this individual will be the voice of our internal colleagues and will ensure that constant communication is shared on the status of any issues that cause a significant impact.
While broad technical knowledge is desirable, what is truly essential is someone who understands and has a passion for providing extraordinary service, problem-solving abilities, and experience transforming and leading successful technology teams that directly impact our internal colleagues.
The right candidate will be successful if they are comfortable working at all levels of the organization, rolling up their sleeves as necessary, able to foster a collaborative culture, and be strategic.
Metrics & Reporting:
Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.
DISCLAIMER: Critical features of this job are described under the items above. They may be subject to change at any time due to reasonable accommodation or other reasons. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Key Skills, Knowledge and Abilities: