Express Banking/ Interactive Teller Machine/ ATM Manager

4 months ago

Exton, United States Citadel Credit Union Full time

Job Overview

The Citadel Express Banking (CEB) Manager is responsible for managing and maintaining efficient and strategic Citadel Express Banking operational excellence of Citadel's fleet of Interactive Teller Machines. This position will work closely with the Digital Banking team and internal stakeholders to coordinate successful management of the CEB/Interactive Teller Machine strategies and enhancement roadmap. This role will also co-coordinate CEB/Interactive Teller Machine vendor relationships with internal stakeholders as well as be responsible for identifying and coordinating upgrades and general communications in support of the changes.

Key Responsibilities:

Define, develop, track and manage CEB strategic roadmap, prioritization and deployment schedule. Research new tools & function for the CEB Machines, based on business needs and gap analysis. Meets with internal stakeholders to discover business needs including but not limited to retail leadership, IT, marketing, accounting, payment solutions, product owners and sales. Collaborate with internal stakeholders and align on goals and priorities, and balance CEB experience designs with technical constraints. Acts as point of contact for branches and back office and coordinate service tickets to troubleshoot CEB break/fixes that arise. Co-manages vendor relationships and tracks SLAs between all CEB contract expectations with IT. Analyzes service issues and works with internal stakeholders to problem solve. Work directly with development teams (internal and external) to manage and support deployment sprint schedule. Manage break/fix workflow for CEBs, uncover RCA and create close-loop communications. QA lead for all front and back end enhancements or fixes. Work with CEB vendor to discover and implement enhancements within CEB 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. Stays up to date on the latest developments in ATM/ITM networks and system capabilities. Assists in testing for new installments and upgrades/updates Track and analyze key performance indicators (KPIs) related to Citadel’s CEBs. Prepare and present regular reports on Citadel’s CEBs including but not limited to metrics, trends, and performance and use this data to drive decision-making and planning. 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. Develop and lead a content matrix to support target sales initiatives. 

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