JOB SUMMARY:
The Digital Branch Manager provides daily leadership and oversight of Skyward Credit Union’s Digital Branch team, ensuring Digital Account Specialists and Member Service Specialists deliver exceptional member service, achieve established KPIs and SLAs, and support digital member engagement goals.
This role is responsible for team performance, workflow management, service quality, digital account support, employee development, and operational effectiveness across digital service channels. The Digital Branch Manager partners with the Vice President of Member Experience and internal departments to improve processes, support technology enhancements, and strengthen the overall digital member experience.
KEY RESPONSIBILITIES
Leadership & Team Development
- Lead, coach, mentor, and develop Digital Account Specialists and Member Service Specialists to foster a high-performing, member-focused culture.
- Establish performance expectations, provide regular coaching and feedback, conduct performance evaluations, and address performance concerns in partnership with Human Resources.
- Participate in recruiting, hiring, onboarding, training, succession planning, and employee development.
- Promote accountability, collaboration, continuous learning, and employee engagement.
Digital Branch Operations
- Oversee daily Digital Branch operations to ensure consistent, accurate, and relationship-focused service across digital channels, including phone, chat, email, text, video, ITMs, online banking, and mobile banking.
- Provide leadership and oversight for Digital Account Specialists and Member Service Specialists, ensuring digital account opening, account servicing, IRA administration, and member support activities are completed accurately and efficiently.
- Manage workflow priorities, staffing coverage, and service-level expectations to support a positive member experience.
- Support resolution of escalated member concerns, operational exceptions, and service issues.
- Participate in the implementation of digital initiatives, system enhancements, and operational projects by supporting testing, process updates, team readiness, and adoption.
Performance & Service Excellence
- Monitor team performance using established KPIs, service-level agreements, quality standards, and member feedback to drive continuous improvement.
- Analyze operational trends and performance data to identify coaching opportunities, improve workflows, and enhance efficiency.
- Maintain accountability for service metrics including response times, first-contact resolution, application completion, quality, digital adoption, referrals, and member satisfaction.
- Provide regular reporting and recommendations to the Vice President of Member Experience.
Compliance, Quality & Risk Management
- Ensure Digital Branch operations comply with all applicable policies, procedures, regulations, and internal controls, including BSA/AML, OFAC, privacy, information security, and fraud prevention requirements.
- Maintain quality assurance standards for member interactions, account documentation, and operational processes.
- Identify and appropriately escalate fraud, suspicious activity, and other operational risks.
- Support internal audits, examinations, quality reviews, and corrective action initiatives.
Workforce Planning & Continuous Improvement
- Develop staffing schedules and manage workforce resources to meet member demand and operational objectives.
- Evaluate staffing capacity, operational performance, and workflow efficiency to recommend improvements.
- Partner with Operations, Technology, Marketing, Compliance, Fraud, BSA, and other departments to improve digital tools, streamline processes, and enhance the member experience.
- Participate in system implementations, testing, procedure development, and continuous improvement initiatives that strengthen Digital Branch performance.
QUALIFICATIONS
- Three to five years of progressive experience in financial services, digital banking, deposit operations, contact center operations, or a related member service environment.
- One to three years of leadership or supervisory experience required.
- Working knowledge of deposit accounts, digital account opening, IRAs, online and mobile banking, workforce management, and contact center operations.
- Demonstrated ability to lead teams, analyze performance metrics, solve operational challenges, and drive continuous improvement.
- Strong leadership, coaching, communication, organization, and problem-solving skills.
- Working knowledge of applicable regulatory requirements, including BSA/AML, OFAC, privacy, fraud prevention, and member verification.
- Bachelor's degree preferred or an equivalent combination of education and relevant experience.
WORK ENVIRONMENT
Work is primarily performed in a digital branch and contact center environment utilizing telephone, video, electronic communication, and multiple computer systems. Occasional travel between Skyward locations and schedule flexibility may be required.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Skyward Credit Union is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: In person
