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Interactive Teller Machine Manager

2 months ago

Exton, Pennsylvania, United States Citadel Credit Union Full time

Job Overview

The Citadel Credit Union Express Banking Manager is responsible for overseeing the efficient and strategic operation of Citadel's fleet of Interactive Teller Machines. This role will work closely with the Digital Banking team and internal stakeholders to coordinate successful management of the Express Banking/Interactive Teller Machine strategies and enhancement roadmap.

Key Responsibilities:

  • Develop and implement a comprehensive Express Banking strategic roadmap, prioritization, and deployment schedule.
  • Conduct research on new tools and functions for the Express Banking Machines, based on business needs and gap analysis.
  • Meet with internal stakeholders to identify business needs, including retail leadership, IT, marketing, accounting, payment solutions, product owners, and sales.
  • Collaborate with internal stakeholders and align on goals and priorities, balancing Express Banking experience designs with technical constraints.
  • Act as the primary point of contact for branches and back office, coordinating service tickets to troubleshoot Express Banking break/fixes.
  • Co-manage vendor relationships and track SLAs between all Express Banking contract expectations with IT.
  • Analyze service issues and work with internal stakeholders to problem-solve.
  • Work directly with development teams (internal and external) to manage and support deployment sprint schedules.
  • Manage the break/fix workflow for Express Banking, uncover root cause analysis, and create close-loop communications.
  • Lead QA efforts for all front-end and back-end enhancements or fixes.
  • Work with the Express Banking vendor to discover and implement enhancements within the Express Banking environment.
  • Adept at managing expectations, negotiating priorities, and balancing user needs with business goals.
  • Ability to work well under pressure, manage multiple projects simultaneously, and meet tight deadlines.
  • Stay up-to-date on the latest developments in ATM/ITM networks and system capabilities.
  • Assist in testing for new installations and upgrades/updates.
  • Track and analyze key performance indicators (KPIs) related to Citadel's Express Banking operations. Prepare and present regular reports on Citadel's Express Banking performance, including metrics, trends, and performance data.
  • Work with Learning and Leadership Development to create, implement, or update an effective training program for staff.

Qualifications and Education Requirements:

  • 5+ years of business development and management experience.
  • Ability to facilitate and drive discussions with cross-functional teams throughout the organization.
  • Ability to work independently and problem-solve to identify and implement solutions.
  • Flexible and quickly adaptable to shifting requirements.
  • Ability to give and receive feedback in a positive, constructive, and respectful manner.
  • Strong ability to collaborate and entertain other perspectives.
  • Must possess very strong interpersonal and communications skills.
  • Willingness to participate as a team player and leader, at various organizational levels.
  • Ability to develop and sell new ideas convincingly.
  • Ability to manage multiple projects and meet tight deadlines, as well as strong organizational skills.