Supervisor, Treasury Service Client Support Associate

Hancock Whitney; New Orleans (LA); On-site; USD 110,000 - 140,000; Full time

Job summary

Hancock Whitney seeks a seasoned leader to oversee Treasury Services Operations, directing Team Leads and guiding staff to deliver compliant, high‑quality service. You will shape workforce plans, manage performance, and partner with Product, IT, Risk, Sales to support growth and regulatory compliance.

Responsibilities include staffing, scheduling, risk management, audit readiness, and continuous process improvements across operations. Travel may be required.

Qualifications

• 6+ years in Treasury Services, cash management, or banking operations.
• 2–3 years of people leadership experience.
• Strong understanding of Treasury Services products, systems, workflows, and risk controls.
• Experience managing performance, staffing, and cross-functional initiatives.
• Strong communication, decision-making, and change management skills.
• Knowledge of regulatory requirements, operational risk, and internal controls including BSA/AML.

Responsibilities

• Supervise Treasury Services Operations Team Leads and guide daily operations.
• Own staffing models, scheduling, and capacity planning.
• Ensure policy and controls are applied consistently across teams.
• Oversee resolution of high-risk client issues; conduct root-cause analysis.
• Lead performance management including goals, coaching, evaluations.
• Monitor metrics, quality, exceptions, and trends; drive improvements.
• Collaborate with Product, Sales, IT, Risk, Compliance on changes and regulatory initiatives.
• Maintain audit readiness with documentation and exams.
• Oversee training strategies and onboarding for staff.
• Escalate significant risks with recommendations.

Skills

People leadership

Operations management

Process improvement

Stakeholder collaboration

Risk and controls

Education

Bachelor's degree in Business/Finance

Job description

JOB FUNCTION / SUMMARY:

Oversees Treasury Services Operations teams through direct management of Team Leads and indirect supervision of associates. Responsible for workforce planning, performance management, operational risk oversight, and service delivery consistency. Partners with senior leaders, product, IT, risk, and sales teams to ensure Treasury Services Operations support business growth, client satisfaction, and regulatory compliance.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Supervise Treasury Services Operations Team Leads and provide guidance on daily operations, escalations, and staff management.
• Own staffing models, scheduling, and capacity planning to ensure service levels and operational coverage.
• Ensure consistent application of policies, procedures, and controls across all Treasury Services Operations teams.
• Oversee resolution of high-risk, high-impact operational and client issues; ensure root-cause analysis and corrective actions are completed.
• Lead performance management activities, including goal setting, coaching, evaluations, and corrective action when necessary.
• Monitor operational metrics, quality results, exceptions, and trends; drive continuous improvement initiatives.
• Partner with Product, Sales, IT, Risk, and Compliance on system changes, new product rollouts, and regulatory initiatives.
• Ensure audit readiness by maintaining documentation, addressing findings, and supporting regulatory exams.
• Approve and oversee training strategies, onboarding plans, and skill development programs for operations staff.
• Escalate significant risks, resource constraints, or client-impacting issues to management with recommendations.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Bachelor's degree in Business, Finance, or related field preferred; equivalent experience considered.
• 6+ years of Treasury Services, cash management, or banking operations experience.
• Minimum 2-3 years of people leadership experience, including supervision of team leads or senior staff.
• Strong understanding of Treasury Services products, systems, operational workflows, and risk controls.
• Proven ability to manage performance, staffing, and cross-functional initiatives.
• Strong communication, decision-making, and change management skills.
• Working knowledge of regulatory requirements, operational risk, and internal controls, including BSA/AML.

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to travel if required to perform the essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to operate related equipment to perform the essential job functions.
• Ability to read and interpret a document if required to perform the essential job functions.
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an \"undue hardship\" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.