AVP of Digital Operations and Services

United Heritage Credit Union•Austin, TX

3d•Onsite

About The Position

This position will be fully onsite working at our United Heritage Plaza headquarters located in Austin, TX. UHCU is seeking a driven leader to oversee and manage both the Digital Services and Digital Operations departments. The AVP of Digital Operations & Services will partner with the VP of Digital and the Chief Operations Officer (COO) to bring new ideas and resources to the table. In this position, you will support digital banking, online account openings, card programs, payment offerings, ATM operations, and other digital deposit products and services for UHCU members. You will be an advocate of continually enhancing, optimizing and maximizing the strategic value of these services and provide solutions to meet the financial needs of our members while making online banking more secure.

Requirements

Bachelor's degree from an accredited college or university in Business Administration, Management, Finance, Information Technology, or another related field.
Minimum 5 years of demonstrated digital and deposit operations experience with progressive leadership responsibilities related to the utilization of multi-channel service platforms.
Minimum 4 years of management experience with responsibility for creating functional strategies and objectives for direct and indirect reports; including responsibilities for coaching, mentoring, developing and motivating staff.
Demonstrated experience successfully developing and implementing new digital and payment channels.
Demonstrated exceptional ability of process management, combined with an innovative insight and progressive approach to digital & payment related technology and strategic implementation of Key Performance Indicators (KPIs).
Ability to identify fraud trends, vulnerabilities, market conditions and make recommendations to maximize performance based on information gathered.
Experience with FedLine Advantage, FedLine Command, and FedLine Web.

Nice To Haves

Master's of Business Administration (MBA) or advanced degree.
5+ years of experience in a financial institution or related industry with progressive responsibilities related to the implementation, enhancement and support of complex digital banking products and services, and deposit/payment operations functions.
4+ years of management experience with responsibility for creating functional strategies and specific objectives for a digital operations and/or digital services team.
Experience in the utilization of project management methodologies, including project planning and testing.
Demonstrated financial institution experience within a credit union or bank setting.
Demonstrated experience with Episys Quest (Symitar) preferred.

Responsibilities

Lead and Develop
Provide direction and leadership to staff.
Train and coach staff through individual development plans, mentoring and performance reviews.
Recognize staff by interpreting feedback, reinforcing positive skills and identifying areas of improvement.
Perform necessary personnel actions such as interviewing, hiring, transfer, promotions, disciplinary actions and terminations in consultation with management.
Provide leadership to optimize service performance and inspire continuous improvement of Digital Operations and Digital Services.
Assist the VP of Digital to develop and drive the achievement of departmental strategic goals and objectives in support of UHCU strategies.
Develop, implement, and maintain policies, procedures and job aids, related to Digital Operations and Digital Services, providing relevant information for staff and members. Ensures relevant resources are maintained on the Credit Union Knowledgebase.
Ensure consistent standards for communication with staff, management and members with regard to upgrades, new releases, and training.
Provide Strategic Execution
Collaborate with the VP of Digital to research, analyze, implement, and manage new processes affecting the Digital Operations and Digital Services area. Allocate resources to support new projects. Work closely with other departments to ensure seamless transition between old and new systems, procedures and processes.
Stay abreast on digital banking, eSignature, card and deposit/payment operations related products and new technology, developments, or regulatory requirements related to the Digital Operations & Services department.
Collaborate with the VP of Digital to develop strategies to increase digital products, services and payments usage and work with other departments to translate strategies into operational plans.
Collaborates with departments across the organization to centrally monitor, own and stay up-to-date with evolving customer needs, priorities, and behaviors in order to deliver enhanced digital products and services.
Maintains in-depth knowledge of industry trends, opportunities, channels, products and services through ongoing communication with fintechs and other financial institutions.
Manage Digital Operations
Manage the implementation, enhancement, and support of digital operations services, such as wires, ACH, share drafts and escheatment. Coordinates staff training, as needed.
Serve as point of contact for the most escalated digital operations concerns with a goal of retaining membership and reducing organizational risk.
Analyze transaction volumes across payment and item processing channels and makes notes of any trends or issues. Provides regular updates to the VP of Digital.
Ensure the annual escheatment process is maintained while periodically reviewing to identify opportunities for efficiencies. Makes recommendations to the VP of Digital.
Manages balancing and reconciliation activities pertaining to ACH. Ensure related activities are in compliance with policies, procedures and regulations.
Manage fraud and risk mitigation methods aimed towards improving the security of payment processes and stays abreast of current and upcoming fraud trends.
Oversee Digital Services
Manage the implementation, enhancement, and support of digital banking products and services, such as online/mobile/voice banking, eSignature, online account opening, document imaging & retention, remote ITMs, and debit cards.
Resolve escalated member issues with a goal of retaining membership and reducing risk.
Collaborate with the VP Digital to coordinate departmental projects, including system upgrades, new releases, staff training and testing in order to enhance the member experience.
Serve as an administrator for the Credit Union's eSignature account while creating and maintaining API users. Creates eSignature templates and PowerForms for departments, organization-wide and assists departments with eSignature report generation and auto-scheduling.
Manage the digital document imaging and retention process. Ensures document retention timeframes are established and maintained.
Continuously reviews Digital Services functions and provides recommended changes, improvements, or automations to operation systems or procedures to the VP of Digital.
Monitor Credit Union card activity for fraud/compromise and stay abreast of current fraud trends. Communicate with other institutions/law enforcement/processors on current fraud trends and actions taken. Perform required periodic internal audit and external reporting such as card audits.
Maintain Quality Assurance & Control
Responsible for compliance with all relevant laws and regulation related to area of responsibility (including, but not limited to, Reg E, VISA and VISA DPS Operating Rules. Responsible that internal and external audits and examinations related to area of responsibility are satisfactory (Texas Credit Union Department, NCUA, FFIEC, etc.).
Responsible for audit deliverables related to both Digital Operations and Digital Services. Must update and maintain annual audits and risk assessments.
Test newly developed products, services, and/or processes; reviews test results, and recommends alterations to testing if needed.
Own Vendor Management
Work with vendors and Credit Union IT department to ensure downtime on the digital banking and payment services are kept to an absolute minimum and vendors adhere to the contracted Service Level Agreements (SLA).
Continuously evaluates third-party vendor relationships and their product features and offerings for the department.