Manager, Digital Channels Experience

Job Description Summary

Under direction of the Senior Assistant Vice President, Digital Channels Experience (DCE) the Manager of Digital Channels Experience oversees member facing channels responsible for the credit union's largest volume of member interactions and transactions, including Digital Banking, Call 24, Teller Cash Recyclers, ScanCoin machines, and ITMs/ATMs, which also comprise the entirety of the credit union’s drive thru banking system. Plans, organizes, integrates, manages and evaluates the day-to-day activities of the Credit Union’s Digital Channels Experience department ; manages the administration and support of all responsible systems, supporting server environments and ancillary applications. Oversees and directs planning and implementation of strategic plans; ensures projects are designed and implemented efficiently and effectively; directs departmental business continuity planning to minimize risk. Ensures the coordination of all Digital Channels development activities, ensuring integration with other technologies to promote Digital Channels and provide excellent member experience.

Job Description

Essential Duties and Responsibilities

• Plans, organizes, evaluates and manages the work of staff within the department; utilizes resources effectively; implements plans, programs and work processes and procedures necessary to achieve designated results; coordinates and integrates functions within the department and across the Credit Union.
• Participates in establishing business, operational and initiatives to meet Credit Union goals and objectives.
• Provides leadership and works with staff to develop and retain highly competent, member service-oriented staff through training and day-to-day management practices that support the Credit Union’s mission and strategic goals.
• Establishes performance requirements and objectives for staff; monitors and evaluates their performance; provides coaching and development opportunities; finds ways to recognize performance; addresses performance deficiencies and takes disciplinary action, if warranted, in accordance with Credit Union’s policies and procedures.
• Oversees management of 20 server applications required to support RFCU’s ITM/ATM transaction processing, check image deposit system and virtual teller software. Ensures redundancy for all applicable servers and network communication paths; oversees software installation, upgrades, patching and testing; ensures disaster recovery availability of all associated systems.
• Leads projects pertaining to channels supported by the Digital Channels Experience department; oversees creation of development requirements; ensures adequate testing is completed to verify functionality and member experience standards are met and provides approval to implement new developments in production systems.
• Ensures digital channel architecture and interfaces to core systems and other third-party applications are optimally configured for greatest channel availability and member experience. Provides after hours support to ensure member digital channels are available at all times.
• Ensures the proper installation, configuration, testing, integration and administration of digital banking, ITM/ATM, and ScanCoin software in development, production and public-facing environments; using applicable tools and utilities. Monitors performance, including utilization and availability; ensures optimal system speed, reliability and performance.
• Ensures proper security controls are in place for all digital channels and maintains related procedures; reviews all reported vulnerabilities and ensures proper mitigation actions are taken.
• Ensures member experience and satisfaction is maintained at the highest standards by analyzing member feedback, employee suggestions and data provided through various channels; determines solutions to enhance the digital channel member experience and provides oversight of implementation.
• Oversees the operational and technical support of digital channels and associated 3rd party connections responsible for the credit union's largest volume of member interactions and transactions. Works with vendor to ensure system sustainability, channel performance & channel quality. Provides guidance in respect to content, look, feel, and usability toward providing excellent member experience.
• Ensures compliance with and implements procedures for PIN Encryption Devices (PEDs) to meet PCI PIN Regulatory requirements. Oversight / responsibility of the security devices i.e. Secure Cryptographic Device (SCD), Hardware Security Module (HSM), Key Loading device (KLD), PIN Encryption Device (PED), etc.
• Oversees management of a multimillion-dollar cash inventory to include replenishment scheduling, ITM/ATM and vault balancing, and inventory management of safes and ITMs/ATMs located in multiple states; Develops processes and schedules to effectively monitor cash levels at all locations, and to streamline cash replenishment and balancing procedures.
• Oversees testing and implementation of disaster recovery plan for Digital Channels Experience;
• Leads development and execution of project plans, budgets and metrics for digital member channel strategy and related initiatives using knowledge of the changing digital channel market and technology environment. Aids in development of multiyear roadmaps to support the strategy of the digital member channels. (Digital Banking, ATM/ITM, Teller Cash Recyclers, Scan Coin Machines, Cash Replenishment orders for vaults, and related interfaced systems)
• Manages and monitors third-party vendor contracts. Develops and maintains effective vendor relationships; negotiates new and renewed contracts for products and services; monitors to ensure vendor/service provider Service Level Agreements are met; escalates the resolution of system and service problems and issues, when necessary, to ensure prompt and effective resolution.
• Keeps abreast of, monitors and analyzes developing trends and changes in technology; develops appropriate revisions to procedures and processes when necessitated by new regulations or security threats.
• Finds ways to continually improve the efficiency of departmental processes to provide the best service to our members.
• Maintains current knowledge of and ensures compliance with regulatory requirements and Credit Union policies and procedures.
• Develops teamwork and collaborative relationships within the Credit Union.
• Promotes the Credit Union by participating in community involvement and special events.
  
  

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.
  
  

Education/Experience

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

4 Year / Bachelors Degree - Business Systems, Information Technology, Computer Science or relevant field of study - Required

Experience Requirement

5 Years - Experience in the information technology industry - Required

Skills/Abilities

3 Years - Supervisory experience - Required

• Principles, practices and techniques of information systems management including security and access control processes and disaster recovery concepts, practices and procedures.
• System, network and database architectures, characteristics, components and interoperations applicable to assigned data center responsibilities.
• Principles, practices and methods of systems/networks and database administration and maintenance.
• Ensure all internal and external customer service practices and processes are carried out and meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Provide guidance in the resolution of complex problems utilizing advanced knowledge and experience within areas of responsibility.
• Plan, organize and direct the day-to-day activities of the department.
• Lead and model RISE values and Code of Ethics through daily interactions and conduct.
• Promote and foster excellent member service and teamwork throughout department.
• Communicate in a professional manner and deliver information clearly and effectively to staff. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Use advanced knowledge and experience to operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.
  
  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Lifting and carrying up to 25 pounds.
  
  

WORK ENVIRONMENT

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in a typical technology office environment.

Provides on-call guidance and direction.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.