Job Description

Job Description

Job Description

Digital Banking Manager

Position Title: Digital Banking Manager

Reports To: Director of Customer Service Operations

General Purpose: Oversee the daily operations of the Digital Banking team and the Bank’s digital payments, products, and services. Responsible for ensuring optimal product operations to promote growth.

Responsibilities:

• Supervise, coach, and mentor team to achieve a common vision, build engagement, and support on-going professional development.
• Increase awareness, enrollment, and utilization of the Bank’s digital products and services.
• Develop, analyze, and identify trends and key performance indicators.
• Provide digital product recommendations and/or enhancements.
• Generate and / or oversee report writing for maintenance and other projects.
• Identify technical solutions to support growth objectives, participate in vendor selection, and vendor risk management.

• Coordinate and oversee system enhancements, including new features and upgrades, customer/employee impact, and communicating with the proper stakeholders.
• Maintain and update department procedures in accordance with banking regulations.
• Identify process improvement opportunities and implement solutions.

• Handle escalated customer inquiries regarding the Bank’s digital products and services.
• Participate in special assignments and projects to support strategic initiatives.
• Compile all required regulatory reporting including necessary documents for internal and external audits and regulatory monitoring.
• Serve as the subject matter expert, including in Regulation E, and lead for applicable projects.
• Provide assistance after hours as necessary with monitoring of fraud, system issues, or adjusting alerts on fraud software.
• Perform other job duties as assigned.

Education/Experience

• Bachelor’s Degree or equivalent required.
• Minimum of five years’ experience in the financial services industry required including technical knowledge of digital products, processing and regulations.
• Three (3+) years of financial industry supervisory experience preferred.

Skills

• Strong written and verbal communication skills with a demonstrated ability to communicate effectively with internal and external customers through multiple channels
• Strong organizational, time management, and problem-solving skills
• Ability to lead, train, and motivate team to meet department objectives
• Demonstrated analytical and decision-making skills
• Proficiency in Microsoft Office software and other analysis tools
• Proficient knowledge of bank products and services
• Strong attention to detail
• Positive and enthusiastic attitude

Isabella Bank is an AA/EEO employer.

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