What are the responsibilities and job description for the Digital Operations Manager position at First Bank?
SUMMARY:
The Digital Operations Manager role involves managing daily digital banking operations, leading and developing a team of specialists, and ensuring the availability/uptime, accuracy, & back-office administration for online/mobile banking platforms & digital payments. Key duties include ensuring timely processing of critical data & payment files, implementing process improvements, overseeing workflows & coordinating with other departments, resolving complex customer support issues, championing new digital capabilities, and ensuring compliance with banking regulations and internal policies. Position reports to the head of Digital Banking.
ESSENTIAL FUNCTIONS:
- Hire, train, schedule, coach, and evaluate performance for the digital operations team.
- Manage the daily functions of digital banking applications and payment operations to ensure timely and accurate task completion and file processing.
- Analyze existing processes, identify opportunities for automation and efficiency, and document/implement new procedures to improve service quality and reduce risk.
- Daily monitoring and management of open cases across all relevant digital vendors.
- Note patterns to identify systemic issues; determine when escalations are needed and engage required resources.
- Ensure a positive and seamless digital customer experience across all touchpoints, resolve customer issues timely, monitor service trends & responsiveness, and assist internal frontline support with escalated digital product issues.
- Implement and monitor risk management strategies, ensure compliance with regulatory requirements, and maintain process documentation.
- Completes training as assigned.
- Completes annual compliance courses.
- Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
- Adheres to all levels of our Service Excellence standards.
- Performs other duties as required.
GENERAL QUALIFICATIONS:
Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines.
- Bachelor’s Degree; or the equivalent combination of education and experience with a minimum of 5 years’ experience in digital banking channels operations and functions, or digital channel operations outside financial services.
- Strong leadership skills to motivate a team, coupled with excellent communication, technical documentation, and presentation abilities to work with diverse audiences and manage stakeholders.
- Extensive background in digital services, cash management, banking software, and information security is a plus.
- Experience with Q2 digital banking platforms and the FIS Horizon core banking system are a plus.
- Ability to analyze complex issues, balance risk with customer service, and solve problems involving multiple concurrent tasks.
- A strong understanding of payment risks (ACH, Wires, RDC, Bill Pay, P2P, RTP, Positive Pay), banking regulations and compliance requirements is a plus.
- Ability to lead through change, prioritize tasks under pressure, and adapt to evolving risks & customer expectations in a fast-paced environment.
Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit and use hands and fingers. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The environment is a professional office with standard office equipment.
Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment. Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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