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API Onboarding and Support Manager- Atlanta, San Francisco, Minneapolis, Dallas or New York

Company: US Bank
Location: Irving
Posted on: June 6, 2021

Job Description:

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we're one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

Join the Enterprise API Channel group at U.S. Bank as Support Manager and help us pave the way for new approaches to innovation, product management, agile development and organizational design.

The Enterprise API Channel group is responsible for managing the API

technology platform, developer portals and API strategic design and

development of external API delivery solutions. In order to execute this function, the group interfaces with product managers, business teams, and other

Technology & Operations (TOS) groups to design, develop, and implement APIs, support and enhance the platform and developer portals.

As Support Manager for the U.S. Bank developer platform, your role is to define the strategy, plans, and processes for providing level 1 customer and technical support to users on the developer platform, and aligning these efforts with the overall API Channel strategy. As a team member, your role is to embody the U.S. Bank values, take initiative, be proactive, and to inspire and deliver quality,

creative solutions.

RESPONSIBILITIES

  • Help define scope (and delineation between L1 and L2), work flow, and

resource plans.

  • Help define and implement processes that adhere to and are compliant with relevant U.S. Bank standards, while also providing best-in-class customer

experience.

  • Track support efforts and customer satisfaction, manage detailed record keeping as per U.S. Bank standards, and provide regular status/progress

updates.

  • Track competitive approaches and ensure that our experience is top quadrant.
  • Actively collaborate with relevant teams within and outside the API Channel group to ensure that our support services integrate seamlessly with other

relevant processes and services within U.S. Bank.

  • Help define metrics and implement reporting procedures that accurately measure and report efficiency, success, and other relevant statistics for

onboarding and support services.

  • Share relevant information with relevant product owners to help improve

customer experience with developer platform and APIs.

  • Actively collaborate with TOS/EASE, risk & compliance, and other relevant teams within and outside the API Channel group to continuously automate and simplify support processes, and extend and improve service for developers

using the U.S. Bank platform.

  • Work with U.S. Bank Risk & Compliance teams to ensure that all Level 1

Customer & Technical Support Services processes have been reviewed and

approved from a risk and compliance standpoint.

  • Work with U.S. Bank Marketing and Legal teams to ensure that all

communication plans and materials required for Level 1 Customer & Technical Support

Services have been reviewed and approved and adhere to U.S. Bank standards.

  • Work with portal content manager to maintain F.A.Q. sections on developer portals to ensure that topics are up-to-date and reflect most common issues.
  • Provide regular reports on most common support issues and work with developer portal product owner to help improve user experience.
  • Create efficient processes for communicating with developer portal users in case of system-wide issues (e.g. un-/planned maintenance, etc.).
  • Create efficient processes for communicating with individual developer portal users for various updates (e.g. ticket status updates, etc.).

Basic Qualifications

  • Bachelor's degree, or equivalent work experience
  • Four to six years of related work experience

Preferred Skills/Experience

  • 2 or more years of experience managing contracts and SLAs
  • 5 or more years of operation experience in the financial services industry
  • 2 or more years of experience of supporting software and/or SaaS applications
  • Any experience within a banking Global Treasury Management department or organization would be a plus
  • Experience with data integration concepts, APIs, modern application

development methodologies and technologies

  • Strong analytical, critical thinking, and problem-solving skills
  • Ability to conduct an analysis of a business need, including scheduling

meetings, planning agendas and conferring with business line leaders

  • Comprehensive understanding of project management and testing

methodology and procedures

  • Ability to manage multiple tasks/projects and deadlines simultaneously
  • Ability to work as a team leader
  • Excellent verbal and written presentation and communication skills
  • Excellent computer skills, especially Microsoft Office applications

Benefits:

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law

Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Keywords: US Bank, Irving , API Onboarding and Support Manager- Atlanta, San Francisco, Minneapolis, Dallas or New York, Other , Irving, Texas

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