JOB SUMMARY:The Manger, Digital Banking Operations will be responsible for technical and operational delivery of digital banking services. Responsibilities include leading the creation, development, and implementation of auditable and repeatable processes for our digital banking operations, performing User Acceptance Testing (UAT), and working cross-functionally to improve the overall digital experience for our members. The ideal candidate will have a strong understanding of digital banking platforms, technology, and operations, with the ability to define and deliver technical requirements.
ESSENTIAL FUNCTIONS:Key Responsibilities:- Manage team of Digital Account Specialists and Digital Operations Analysts.
- Join the team of On-call resources for technical and operational issues impacting digital banking. Some shifts outside of standard working hours in support of software deployments or special projects.
- Lead technical and operational incident resolution for digital products.
Process Creation & Optimization:- Lead the development and documentation of auditable, repeatable, and scalable processes to streamline digital banking operations.
- Work closely with internal teams, including IT, project management, and business partners, to ensure efficient workflow management and continuous process improvement.
- Identify opportunities for automation, efficiency gains, and risk reduction through process redesigns.
- User Acceptance Testing (UAT):
- Plan, execute, and manage UAT for digital banking products, services, and system updates to ensure they meet the business and functional requirements.
- Develop test cases and scripts, coordinate testing efforts, and report on test results.
- Work with internal stakeholders to ensure that issues are identified, tracked, and resolved during the UAT phase.
Data: Reporting & Analysis:- Lead authority on digital banking data within the credit union's data warehouse, ensuring accuracy, consistency, and integrity of data across digital banking platforms.
- Design, develop, and maintain Power BI dashboards and/or other reports to provide actionable insights on key performance indicators (KPIs), member behavior, transaction trends, and system performance.
- Partner with stakeholders to identify new data sources and reporting requirements, ensuring alignment with business goals and operational efficiency.
- Continuously monitor and optimize data reporting processes, ensuring timely and accurate delivery of insights to key decision-makers.
- Provide actionable insights and recommendations to management and cross-functional teams based on data analysis.
- Collaboration & Cross-Functional Communication:
- Partner with business, technology, and operations teams to ensure digital banking initiatives are implemented successfully and efficiently.
- Support the resolution of technical issues, ensuring proper troubleshooting and effective communication with relevant stakeholders.
- Continuous Improvement & Best Practices:
- Stay current with emerging digital banking trends, technologies, and best practices, and apply this knowledge to improve internal processes.
- Ensure compliance with industry regulations, security standards, and credit union policies.
KNOWLEDGE, SKILLS & COMPETENCIES:Analytical & Problem-Solving Skills:
- Excellent analytical, problem-solving, and troubleshooting skills.
- Ability to interpret complex data, identify trends, and derive actionable insights.
- Attention to detail with a focus on delivering accurate and high-quality results.
Soft Skills:
- Strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams and present findings to senior leadership.
- Ability to manage multiple priorities and deadlines in a fast-paced environment.
- Self-motivated, proactive, and able to work both independently and as part of a team.
Technical Skills:
- Strong proficiency with digital banking platforms, systems, and technologies.
- Knowledge of technical networks and infrastructure (e.g., cloud services, network topology, system integrations) to ensure seamless digital banking operations and support infrastructure improvements.
- Experience in data reporting and analysis, including the use of SQL, Excel, or data visualization tools (e.g., Power BI, Tableau).
- Demonstrated use of AI technologies to improve personal and program efficiency, including automation of routine tasks, predictive analytics, and data-driven decision-making.
- Familiarity with automation tools and workflows.
MINIMUM EDUCATION & EXPERIENCE:- Bachelor's degree in technology, or an equivalent combination of education and relevant experience
- 8 years of experience in technical operations, business analysis, or a related role including 3 years supervisory or lead experience
- 2-3 years in financial services or fintech industry
PREFERRED EDUCATION & EXPERIENCE- Bachelor's degree in technology
- Previous experience working with credit unions or other financial institutions
OTHER QUALIFICATIONS:- Experience in process documentation, process reengineering, and UAT management.
- Awareness of banking and industry standards.
- Familiarity with Agile methodologies and project management tools (e.g., Jira, Confluence).
WORKING CONDITIONS:- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is frequently required to stand; sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include color vision to identify colored labels, cables, and indicator lights.
- Use of computer workstations at desk height.
