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Digital Operations Manager

3 months ago

Atlanta, United States LGE Community Credit Union Full time

What You'll Do:

This position is responsible for driving the delivery of a high-quality, efficient, and secure digital experience for LGE members and staff, while serving as a leader within the organization for the introduction of new digital technology products & services, including custom-developed digital banking services. The Digital Operations Manager will maintain an in-depth knowledge of the credit union's products & services, regulatory requirements, and digital banking platform. The Digital Operations Manager will collaborate with others to help develop and execute on the strategic roadmap for LGE organizational and IT digital objectives. This role will be served best by someone passionate about creating a high-performing team who provides a quality digital member experience in an engaging and enjoyable work environment.

Essential Functions:

  • Lead team personnel to provide coaching and guidance for day-to-day digital operational activities, including advanced digital banking support and custom development of LGE digital banking services
  • Manage team providing routine and advanced-tier member & technical support for LGE digital products and services, including creation of a center of excellence in digital customer service through training and innovation
  • Lead custom development efforts on LGE's digital banking platform, including implementation of new, member-facing digital products & services and management of external IT development teams
  • Provide release management, product ownership, and vendor management for LGE digital product platforms and services, including standard digital banking releases and new third-party integrations
  • Monitor and insure systems & platform availability and performance across all member-facing, digital technologies, including LGE's mobile app and website; lead issue identification and resolution
  • Develop strong partnerships and business relationships with LGE lines of business, and external IT service provider vendors, to create the highest quality of digital banking experience for LGE members & staff
  • Partner with internal teams and external vendor partners to plan, execute, test, and communicate implementation of new digital banking products & services, and other digital technology innovations
  • Provide thought leadership and execution to improve the overall digital experience for members and staff, including improvements to existing digital banking services and through digital banking innovation
  • Lead creation and maintenance of digital experience operational runbook and related policies & procedures
  • Ensure team provides communication, testing, and root cause analysis for planned and unplanned digital systems maintenance, downtime, and third-party integration enhancements & updates
  • Lead IT digital BCP/DR planning and execution activities; support internal, external and regulatory audits
  • Be familiar with and follow all policies, procedures and processes established to meet regulatory requirements of all applicable federal regulations. Regulations include but are not limited to the Privacy Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC and Patriot Act

Who you are:

Required:

  • Four-year college degree, or 6 years of equivalent work experience
  • 5+ years of experience in digital banking in the banking, credit union, or FinTech industry
  • 4+ years of experience in digital customer service and/or digital banking operations
  • Strong leadership, communication, and organizational skills
  • Excellent presentation, verbal, and written skills
  • Proficiency in Microsoft Office products

Preferred:

  • Passion for digital banking and digital member support excellence
  • Experience creating digital banking educational and support content
  • Experience managing IT development in a digital banking product-related role
  • Experience in technical and functional gap analysis, business analysis, and technical analysis
  • Superior customer service acumen, able to mentor/coach others and provide escalation support
  • Proficiency in Agile product & project management processes (Agile, Scrum, SDLC, PLM)