Job Summary: This leadership position is responsible for executing the bank's strategy for Online Account Opening through strong leadership, fostering an environment of teamwork, empowerment, and mutual accountability in alignment with the Bank's goals. This position leads a team of Digital Banking Specialists to provide superior customer service/product knowledge, regulatory compliance, and product/service enhancement/implementation. This leader is responsible for driving results through collaboration, learning, coaching, and influence within their team. This position will also manage complex incidents, working directly with business partners to ensure timely resolution.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Follow and assist with implementation of all directives, policies, procedures and changes in regulations pertaining to Online Account Opening. Identify and implement controls to mitigate risk of new and/or existing products, solutions and services.
• Lead and oversee daily operational service, quality and productivity of the online account opening experience. Ensure the adjustment of staff schedules to properly allocate resources to develop higher quality service and maximum productivity. Supervise day-to-day activities to team members and department work flow.
• Coach/mentor Digital Banking team members. Ensure developmental plans are established in conjunction with staff and performance expectations are set, reviewed, and achieved. Hold regular one on one meetings with team members to check in and discuss performance and developmental plans.
• Participate in opportunities for team members to provide input on creating/streamlining procedures/processes as well as share expertise with other team members.
• Manage and support all cross training to provide backup to Digital Banking Specialist personnel, as necessary, to expedite workflow.
• Collaborate with IT and third-party service providers related to connectivity and services provided for Online Account Opening. Consult with vendors, retail managers, and other departments to solicit cooperation and solve issues as needed.
• Coordinate with other functional teams to support the creation of customer facing collateral, and act as subject matter expert for product queries from cross functional business partners.
• Serve as a resource and content expert to team members; providing them with guidance and being available to answer questions to clarify work activities.
• Collaborate with IT on the implementation of product and service enhancements related to online account opening channel. This includes monitoring upgrade and system change notifications, creating/maintaining detailed project plans, testing functionality and compliance with state and federal guidelines, and communicating upgrades/changes with appropriate Bank staff.
• Actively work with IT and vendors to make coding and configuration changes to the OAO systems, as needed, and liaise between technical resources to ensure changes are made correctly and efficiently.
• Develop business processes for account opening scenarios which comply with all regulatory requirements around validation of signer(s)to mitigate the risk of fraudulent account openings.
• Assist with outage management by controlling the situation, working with IT and vendors, and engaging others needed to communicate outage situations. This may include being available during off hours if outages occur.
• Actively monitor and analyze fraud rules to prevent approval of fraudulent applications while minimizing denials of legitimate applicants.
• Improve efficiency for the Digital Banking department by reducing manual tasks and proliferate the online account opening processing into other channels where effective and aligned with Bank strategy.
• Assist with streamlining deposit account opening process enterprise-wide, including consumer and commercial online account opening and in-branch experience to improve customer satisfaction, increase staff efficiency, and decrease errors.
• Take active role in Digital Banking related projects, including, but not limited to, creating/updating project plans, test scripts, procedures, and training materials. This includes integrations between multiple vendors to expose additional feature/functionality to the bank's customer base, keeping customer experience and process efficiencies at the forefront.
• Manage multiple priorities with reporting and customer information systems on a daily basis.
• Perform monthly monitoring and verification of selected reports.
• Provide and manage customer support in all areas of the department including the various customer contact channels.
• Serve as a contact for branch personnel, as needed, providing customer service and resolving outstanding issues for department work (manage the completion of and track quality review forms).
• Collaborate with FVP Digital Banking Director and AVP Digital Banking Team Leader to ensure customer and staff needs are being met.
• Perform additional duties as requested, needed, or assigned.

JOB REQUIREMENTS

• Strong and active leader/coach
• Highly self-motivated and experienced managing multiple tasks
• Ability to analyze and solve problems
• Strong project management skills
• Ability to provide constructive criticism and coaching positively
• Ability to manage different personalities and resolve conflicts
• Superior customer service and problem-solving skills
• Maintain a professional manner at all times
• Adapt and help others manage change
• Fluent in written and verbal English communication skills
• Strong computer and technical skills
• Functional understanding of coding languages and integrations, such as HTML, JSON, Salesforce etc.
• Must have reliable transportation; must be flexible and able to adapt to new job locations and re-assignments as directed
• Ability to adhere to Needham Bank's Core Values (Quick-Decision Making, Reliability, Relationship-Based Focus & Quality Service)

EDUCATION & EXPERIENCE

• Bachelor's Degree highly preferred or equivalent experience
• Seven plus years of banking experience in Digital Banking environment highly preferred
• A minimum of three years of supervisory experience highly preferred
• Knowledge of federal and state regulations and guidelines pertaining to Digital Banking

WORKING CONDITIONS/PHYSICAL DEMANDS

• Normal business office environment

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.