Digital Services Manager-Onsite
Purpose:
Responsible for overseeing the development, implementation, and ongoing management of digital platforms, systems, and services that enhance member engagement, improve service delivery, and support the Credit Union’s strategic objectives. This role evaluates digital opportunities, manages vendor relationships, and leads initiatives that improve the functionality, adoption, and effectiveness of digital channels.
Primary Duties and Responsibilities:
- Manages and enhances the Credit Union’s digital delivery channels by researching opportunities, recommending improvements, and coordinating the implementation of new functionality with a focus on member experience, usability, integration, and operational efficiency.
- Develops and monitors digital channel performance metrics including adoption, usage, engagement, and member experience indicators for online banking, mobile banking, website, and other digital services. Provides recommendations to improve utilization and member satisfaction.
- Administers and supports digital banking platforms including online banking, mobile applications, bill pay, digital account opening, online loan applications, card management services, ATMs, and other electronic delivery channels.
- Evaluates emerging technologies and industry trends to support the development of the Credit Union’s digital services roadmap and identify opportunities to improve member access and convenience.
- Coordinates digital services marketing initiatives with the Marketing team to promote digital solutions, increase member adoption, and ensure consistent messaging across communication channels.
- Creates, maintains, and updates procedures and documentation related to digital channels, electronic transactions, online services, and digital delivery processes.
- Provides training and support to employees regarding digital service functionality, enhancements, and best practices while developing resources to improve employee and member adoption.
- Continuously evaluates and improves digital experiences by identifying opportunities to enhance convenience, accessibility, speed, security, and ease of use across digital platforms.
- Manages relationships with digital banking vendors and third-party providers, monitoring performance, coordinating issue resolution, and ensuring products and services are delivered according to expectations.
- Assists with vendor contract management and service level monitoring, ensuring vendors meet performance, security, and service requirements.
- Manages the Credit Union’s ATM program, including monitoring performance, coordinating maintenance and service issues, evaluating location effectiveness, and recommending changes to improve availability and member access.
- Supports branch technology initiatives designed to provide members with secure, convenient alternatives to traditional branch transactions and improve overall service delivery.
- Prepares and provides reporting to management regarding digital channel performance, adoption trends, project updates, vendor performance, and opportunities for improvement.
- Coordinates digital services projects and implementations, including requirements gathering, testing, employee communication, training, and successful deployment of new digital capabilities.
- Collaborates with Information Technology, Operations, Compliance, Risk, Fraud, and Marketing teams to ensure digital services are secure, compliant, reliable, and aligned with Credit Union objectives.
Other Duties and Responsibilities:.
- Strong understanding of regulatory expectations for financial institutions. Assists and cooperates with all federal and independent auditors during annual audits.
- Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering and Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy
- Other duties as assigned.
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Training:
- Bachelor’s degree in Marketing, Communications, Computer Science, Information Technology, or related field.
- On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.
- Must possess a valid driver’s license.
Prior Experience:
- Five years’ experience within a financial institution managing or supporting digital services is preferred.
- Marketing, Information Systems, Information Security and Compliance
Interpersonal Skills:
The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job and a high level of interpersonal skills are critical to the success of this position. Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting departments or divisions.
Other Special Skills and Abilities:
- Strong analytical skills and ability to interpret data to make sound recommendations.
- Excellent organizational and project planning skills.
- Outstanding communicator, both written and verbal.
- Ability to lead and motivate teams to achieve buy-in from all team members.
- Must possess a positive “can-do” attitude.
Physical Demands:
The need for physical stamina is moderate to high. Moderate to significant local travel is required.
Working Conditions:
Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs.
