Digital Solutions Manager

Digital Solutions Manager

The Digital Solutions Manager is responsible for the strategy, performance, development, enhancement, and support of the credit union's overall electronic presence and digital member experience. This includes mobile banking, online banking, emerging technologies, and the lending and new account application systems administration. This leader is responsible for day-to-day support activities, application uptimes, operating controls, risk mitigation processes, and strategic and tactical planning for our digital services. Additionally, this leader is responsible for partner development and supporting our culture within their assigned department.

Overall Program Management

Develops strategies, budgets, success measurements, member utilization reporting and operational analytics to provide for cost-effective digital adoption. Monitors progress, sets standards, develops processes, and analyzes results of digital services utilized by members and partners the Retail Services team supports. Is accountable for executing business plans, mitigating risk and achieving desired results. This includes, but is not limited to :

• Critical application systems that fall within this area of responsibility are consistently operational and available to the membership and partners in compliance with established Service Level Agreements (SLAs).
• Manages the daily assignment and execution of tasks for various applications (including mobile and online banking, loan and new account applications, remote deposit, and emerging technologies), operations analysts and administrators, and 3rd party resources.
• Ensures defects and operational issues with applications systems managed by the team are promptly addressed, root causes are identified, and corrective measures are implemented.
• Monitors release notes and communication from 3rd party applications used by the credit union to determine upgrade schedules needed to comply with Credit Union policies, industry security changes, and new / changed regulatory requirements.
• Addresses any internal audit and external examiner issues identified for his / her areas of responsibilities that are noted in annual audits.

Leads Strategic and Tactical Projects

Focuses on security and member experience associated with the various applications and systems. This includes overall responsibility to gather and document requirements, translate functional, technical, security and training requirements, testing, and tracking results.

Staff Management

Hires, trains, actively coaches, and evaluates staff. Ensures that staff is motivated and knowledgeable in deposit products and procedures, regulations, and compliance rules. Ensures all direct reports can effectively perform essential job responsibilities and functions, work is processed accurately and timely, and that internal standards, policies and regulatory compliance requirements are met. Schedules and assigns staff to effectively manage the processes.

Industry Knowledge

Maintains industry knowledge of mobile and online banking technology, including any emerging technology in the digital and remote service delivery space to drive and deliver convenient, innovative self-service options to our membership.

Vendor Management

Manages vendor relationships related to mobile and online banking. Reviews and participates in the negotiation of vendor contracts; and assures vendors comply with regulatory and service level agreements.

Operational Efficiency

Ensures assigned business units are operating efficiently and reliably. Ensures processes and procedures comply with all Federal, State, and network rules and regulations. Maintains appropriate operating controls to mitigate risk.

Required Skills

The Digital Solutions Manager must possess a high degree of working knowledge in the areas of digital solutions such as mobile banking, online banking, digital application delivery, and regulatory compliance in these areas. The Digital Solutions Manager will be responsible for monitoring technological advancements occurring in the electronic service delivery space as they relate to online and mobile Banking, and application processing, making recommendations to management on what WPCU should implement.