Salary Range
The salary range for this position is $163,300 - $339,300 per year. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.
We are currently seeking a Sr. Director of Client Experience that will lead strategic initiatives to enhance client satisfaction and operational efficiency within Treasury Management and Merchant Services. Reporting to the President of Treasury Management and Merchant Services, this role oversees the Treasury Management Client Services and Implementation teams. This role will provide strategic leadership over staffing and client experience functions, driving initiatives that enhance service delivery, increase client satisfaction and strengthen client and associate retention strategies. Champion the adoption of leading-edge technology solutions while fostering a culture of improvement, change readiness and collaboration across all teams.
Key Accountabilities
Leadership, Staffing and Client Experience Enhancement
- Develop and execute strategies to enhance client satisfaction and engagement across Treasury Management and Merchant Service
- Drive initiatives aimed at increasing client retention by improving service delivery, relationship management and overall client experience.
- Work in partnership with senior leaders and cross functional stake holders to align strategic initiatives with organization’s long-term goals, ensuring consistent prioritization, resource allocation and accountability across all functions.
- Champion the implementation of forward thinking technologies and proven best practices to modernize client service functions, improve implementation effectiveness and deliver measurable business impact.
- Evaluate team structure to match talent with business needs and strategic priorities
- Assess and refine team structure by recommending adjustments to staffing and toles to enhance overall performance and efficiency.
- Lead talent development initiatives to build a high-performing, client-focused team, across multiple locations
Technology Adoption and Optimization
- Advocate for the client and associate perspective during the development and rollout of customer service and implementation case management systems.
- Benchmark and implement industry best practices from high performing customer service teams to enhance operational efficiency and client experience
- Identify and recommend new technology to enhance client communication and experience.
- Serve as a liaison with the Corporate Market Support team to ensure continuity driving client satisfaction.
Key Competencies for Position
Promotes Change - Inspires change within business area
- Communicates explicitly what must change and why and empowers people leaders to own the change message and move teams forward
- Fosters change agility within business area by seeking perspectives, leveraging others’ ideas and recognizing change efforts.
- Allocates resources and direction to make change happen while mitigating risk
- Accelerates change by creating a safe environment for others to try new things and learn from mistakes driving enhancements to organizational culture, processes or products/services
Makes Decisions & Solves Problems - Proactively sources and analyzes comprehensive data to define and solve complex business problems that leads to sound decisions
- Proactively analyzes and owns qualitative and quantitative data to define business areas problems and opportunities through effective collaboration
- Collaborates to compile information needed to create a sound approach by leveraging internal and external resources
- Considers business area, organizational, and individual realities along with impact on the business before developing solutions and makes sound business decisions based on a blend of analysis, wisdom, experience and judgment
Strategy in Action – Cultivates strategy across business area
- Connects work to broader ONB strategy and empowers leaders to drive strategy forward while removing barriers
- Demonstrates in-depth understanding of influencing factors and how these might impact organizational strategy
- Anticipates, identifies and articulates future trends, issues and implications and recommends new strategic direction
- Empowers team to proactively explore multiple points of view generating insights leading to the identification and implementation of possible solutions without constraints
- Inspires and sustains team cohesion and engagement by focusing business area on our vision, values and goals while communicating the impact
Delights Clients - Builds a best-in-class client experience across the business area
- Fosters an environment where team members passionately serve internal/external clients with excellence
- Fosters a growth mindset by keeping current with development and trends in business area and sharing information to build knowledge base of business area and enhance client experience
- Understands data, metrics and/or financial information and how they tie to business outcomes related to client, business area and organization
- Fosters a culture of accountability within business areas where business area nurtures client relationships by listening, prioritizing and acting responsibly to meet client needs, mitigate risk and add shareholder value
Qualifications and Education Requirements
- Bachelor’s degree in Business, Finance, or related field or HS diploma/GED with equivalent experience; advanced degree preferred.
- Minimum of 10 years of experience in client-facing roles within Treasury Management, Commercial Banking, or Financial Services, including a minimum of 5 years in leadership.
- Proven expertise in process improvement, client segmentation, and change management within a financial services environment.
- Strong leadership, communication, and analytical skills, with a focus on innovation and client advocacy
- Expertise in strategic planning, financial analysis, and team management
- Leadership experience and advanced skills with proven positive outcomes in revenue growth, new client acquisition, existing client retention
- Proven track record of driving rapid innovation and implementing agile processes within Treasury Management or a related field
- Demonstrated ability to lead high achieving teams and deliver exceptional results in a fast-paced, high-pressure environment
- Ability to establish, adhere to, manage through, solution and execute with a deep and proven understanding of operational processes, competitive analysis, people, etc.to ensure team(s) meet/exceed performance expectations
- Ability to orchestrate organizational resources by identifying key players, communicating relevant information, and building collaborative client-focused relationships with a variety of stakeholders
- Results oriented focus with ability to take control of situations, display ownership, make decisions, act, be accountable for those actions
- Responsible for deliverables – takes ownership and meets expectations and deadlines without excuses
- Builds and maintains deep trusting relationships with others internally and externally
- Excellent persuasion skills and influential disposition; build consensus and buy in; assertive – respectful, direct, transparent and straight forward, even when addressing a somewhat unreceptive audience
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.
As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.
We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.
Our culture is firmly rooted in our core values.
We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.
We are Old National Bank. Join our team.
