BankUnited

Lead continual service improvement initiatives by managing projects, analyzing performance data, collaborating with teams, and reporting to executives to enhance IT service quality and stability. | 10+ years IT experience in ITSM within regulated industries, leadership in training and mentoring ITSM teams, PMP and ITIL certifications preferred, strong analytical and communication skills. | SUMMARY: The Continual Service Improvement (CSI) Manager plays a strategic role in enhancing the quality, stability, and efficiency of IT services by driving structured improvement initiatives. This role involves identifying areas for improvement, implementing changes, and measuring the effectiveness of those changes to ensure IT services are continuously optimized for business objectives. The role is responsible for managing stability-focused projects, collaborating with cross-functional teams, and delivering executive-level dashboards to support application stability. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned. • Develop and maintain the CSI Strategy: • Define the vision, goals, and roadmap for continual service improvement. Align CSI initiatives with business objectives and IT service management (ITSM). • Identify Improvement Opportunities: • Analyze performance data, customer feedback, and service metrics to uncover areas for improvement. Identify opportunities for Alerts and Observability and drive implementation. Collaborate with data quality improvement opportunities. Conduct regular service process reviews. • Project Management: • Plan and manage Stability improvement projects from initiation to completion. Coordinate cross-functional teams to implement changes. Produce Executive Dashboards & PowerPoint presentations to support Application Stability evaluation, utilizing Incident trend analysis and Problem action plans. • Facilitate Process Improvements: • Work with process owners to enhance ITSM processes (e.g., Incident, Problem, Change...). Drive ITSM Shift Left initiative in collaboration with IT Operations, Production Support, and other department heads. Drive ITSM process maturity assessment. • Measure and Report on Service Performance: • Collaborate to mature KPIs and metrics to evaluate service quality and improvement impact. Produce regular reports for stakeholders and leadership. Compile information for the Quarterly ITSM report. • Stakeholder Engagement: • Collaborate with department Heads and Team Leads to gather feedback, current challenges and prioritize initiatives. Communicate improvement plans and progress to stakeholders. • Manage the CSI Register: • Maintain a centralized log of all improvement initiatives. Prioritize and track progress of CSI activities. • Promote a Culture of Continuous Improvement: • Perform research of industry best practices, propose solutions, and drive changes. Educate and engage staff in CSI principles. Encourage feedback and innovation from all levels of the organization. • Governance and Compliance: • Ensure improvements comply with internal policies and external regulations. Support audits and risk assessments related to service quality. • Major Incident Management Support: • Lead and support major incident management activities by facilitating incident calls, engaging key stakeholders--including vendors, operations, and technical teams--to drive swift and effective resolution. • Ensure timely documentation of critical actions and decisions and provide regular updates on the status of ongoing incidents. • May also contribute to post-incident reviews by identifying root causes, capturing lessons learned, and recommending process enhancements to improve organizational resilience and incident response capabilities. • Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.). • Adheres to Bank policies and procedures and completes required training. • Identifies and reports suspicious activity. EDUCATION Associate's Degree preferred Experience • 10+ Years of experience working within IT environments, ideally within banking or highly regulated industries, with a focus on implementing and managing ITSM processes • Proven track record in leading training and mentoring programs for ITSM teams, fostering a culture of excellence, accountability, and continuous learning CERTIFICATES, LICENSES, REGISTRATIONS • Portfolio Management Professional (PMP) preferred • Information Technology Infrastructure Library (ITIL) preferred Knowledge, Skills And Abilities • Demonstrated ability to turn raw data into high-impact narratives, dashboards, and forecasts that drive executive decision-making and strategic planning. • Strong leadership and communication skills, with experience influencing across multiple levels of an organization and driving cross-functional collaboration. • Strong analytical skills, with the ability to monitor, analyze, and report on key performance indicators (KPIs) to assess ITSM effectiveness and leverage insights for continuous improvement initiatives. • Comfortably operating in ambiguity #GoForMore

Serve as the technical SME for Bottomline Treasury platforms, lead configuration and integration, manage vendor relationships, oversee technical project delivery, and ensure compliance with banking regulations. | 7+ years in technology roles supporting financial applications, 3+ years hands-on with Bottomline platforms, experience with banking file standards and integrations, and knowledge of regulatory frameworks. | SUMMARY: The Technology Lead for Bottomline will serve as the primary technical interface between the Treasury Solutions line of business and Bottomline Technologies, the vendor responsible for the bank's enterprise-level Treasury Management platforms--Bottomline Premier and Bottomline Enterprise. This position plays a central role in managing the platform lifecycle, ensuring the Treasury group's functional needs are aligned with the system's technical capabilities, while maintaining compliance with internal IT policies, regulatory requirements, and operational goals. The role reports to the Director Application Delivery and Production Support, within the office of the Chief Information Officer (CIO). ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned. • Platform Ownership and Technical Interface. • Serve as the technical subject matter expert (SME) for Bottomline's Premier and Enterprise platforms, including full configuration lifecycle, vendor releases, integration touchpoints, and reporting modules. • Partner with the Treasury Solutions business team to understand requirements and align platform features accordingly. • Lead vendor discussions related to product roadmaps, escalations, enhancement requests, and service issues. • Configuration, Integration, and Deployment. • Design and oversee configuration changes for key modules, including ACH and Wire Processing, Account Reconciliation and Reporting, Positive Pay / ACH Filter & Block, Information Reporting & File Delivery, User Access Administration and Entitlements. • Manage system-to-system integrations with internal bank systems (e.g., core banking, fraud systems, and authentication services) and external customer-facing channels. • Define and execute interface file specifications, such as BAI2, NACHA, ISO 20022, and XML. • Technical Project Delivery. • Lead and manage technical components of Treasury platform projects, including upgrades, migrations, and feature enablement. • Collaborate with infrastructure, QA, cybersecurity, and enterprise architecture teams to ensure secure and performant delivery of solutions. • Oversee testing phases and validation processes for all technical enhancements and vendor releases. • Production Support and Incident Management. • Serve as Tier 3 support for Premier and Enterprise platform issues and escalations. • Monitor platform performance and availability; coordinate root cause analyses (RCA) with vendor and internal support teams. • Define and maintain operational procedures and platform runbooks. • Technical Governance and Documentation. • Ensure platform implementation adheres to internal IT controls, cybersecurity standards, and regulatory guidelines (e.g., FFIEC, SOX). • Maintain updated technical documentation, interface specifications, platform diagrams, and support processes. • Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.). • Adheres to Bank policies and procedures and completes required training. • Identifies and reports suspicious activity. EDUCATION Bachelor's Degree in Computer Science, Information Systems, Engineering, or related technical discipline. Experience • 7+ years of experience in technology roles supporting financial applications, including system integration, configuration, or development. • 3+ years of direct, hands-on experience with Bottomline Technologies' Premier and/or Enterprise platforms, including administration, module configuration, and vendor coordination. • Experience working with SFTP, APIs, flat file processing, and common banking file standards (BAI2, NACHA, ISO 20022). • Experience with scripting or automation for batch jobs and interface monitoring preferred. • Exposure to regulatory frameworks impacting commercial banking (GLBA, FFIEC, SOX) preferred. Knowledge, Skills And Abilities • Strong understanding of treasury management functions, especially cash positioning, file delivery, payments, reconciliation, and fraud control. • Demonstrated ability to collaborate across business and technical teams and lead vendor engagement. • Knowledge of Bottomline platform security architecture, including SSO, multi-factor authentication, entitlements, and user provisioning preferred. • Familiarity with cloud-based deployments, SaaS models, and vendor-hosted environments preferred. • Excellent problem-solving and troubleshooting skills. • Strong written and verbal communication; ability to translate business needs into technical requirements and vice versa. • Proactive leadership with ability to influence and guide stakeholders and vendors. • Detail-oriented with a strong sense of ownership and accountability. • Ability to multi-task and manage competing priorities in a fast-paced banking environment.