Digital Banking Manager

Cape & Coast Bank•Hyannis, MA

7d•$90,000 - $115,000

About The Position

An Exciting Opportunity to Help Shape the Future of Digital Banking Cape & Coast Bank is growing, and so is our Digital Channels team! We’re excited to add a Digital Banking Manager to this evolving department and are looking for someone who is energized by technology, problem-solving, and creating better experiences for customers and employees. This is an opportunity to take ownership of the technology that powers how our customers bank with us every day. You’ll work across digital banking, mobile banking, online account opening, integrations, vendors, and new technology - bringing together business needs, technology, and customer experience to make things work better. If you’re someone who enjoys figuring out how systems work, leading technology projects, solving problems, working with vendors, and turning ideas into improvements, this is an opportunity to make a meaningful impact while helping shape a growing area of the Bank.

Requirements

Ability to make independent judgments, manage multiple platforms and initiatives, and coordinate internal and external resources to support the Bank's strategic objectives.
Ability to understand platform configurations, workflows, integrations, data flows, entitlements, releases, and system dependencies within a banking environment.
Ability to plan and execute multiple implementations, enhancements, testing efforts, and operational priorities with disciplined follow-through.
Ability to analyze incidents and process gaps, identify root causes, and implement sustainable solutions.
Polished written and verbal communication. Ability to translate business needs into clear requirements and communicate effectively with employees, leadership, vendors, and customers.
Exceptional attention to detail and ability to prioritize tickets, releases, projects, documentation, and a significant workload.
Ability to maintain confidentiality with tact and diplomacy
Ability to understand how platform decisions, implementations, and operational processes affect the customer experience.
Bachelor's Degree in Business, Information Systems, Finance, or related field.
5+ years of experience in banking operations, digital banking administration, online account opening, business analysis, systems implementation, project management, or a related role.
Experience administering digital banking, online account opening, mobile banking, or comparable customer-facing financial technology platforms.
Strong understanding of retail and business banking products, customer onboarding, digital servicing, payments, entitlements, and operational processes.
Experience managing vendor tickets, system issues, platform enhancements, upgrades, releases, or third-party integrations.
Experience gathering requirements and coordinating user acceptance testing, implementation, change management, and production validation.
Experience developing procedures, process documentation, test plans, and audit or control evidence.

Nice To Haves

Experience working with core banking systems and integrated digital platforms preferred.
Experience with digital banking and online account opening vendors highly desirable.

Responsibilities

Serves as the primary business owner and platform administrator for consumer and business digital banking, mobile banking, online account opening, digital onboarding tools, and assigned ancillary integrations.
Manages platform configurations, product settings, workflows, entitlements, disclosures, customer communications, and feature functionality in accordance with approved business requirements, policies, controls, and vendor capabilities.
Owns the online account opening platform and experience, coordinating product setup, application workflows, identity verification, funding, disclosures, decisioning, fulfillment, exception handling, and handoffs to internal departments.
Leads implementation of new digital banking and account opening features, vendor releases, integrations, upgrades, and product enhancements from requirements gathering through testing, deployment, stabilization, and post-implementation review.
Manages vendor tickets, support cases, defects, incidents, and enhancement requests; establishes priorities, maintains documentation, coordinates escalations, communicates status, and drives issues through resolution.
Develops business requirements, process maps, test plans, test scripts, implementation plans, procedures, and user documentation for digital initiatives and operational changes.
Coordinates user acceptance testing, regression testing, production validation, release readiness, and change management activities with Operations, Information Technology, Risk Management, Compliance, Marketing, and other stakeholders.
Monitors digital banking and online account opening performance, including enrollment, utilization, application volume, conversion, abandonment, exceptions, feature adoption, system availability, and ticket resolution metrics.
Identifies root causes of platform and process issues and implements sustainable improvements that reduce customer friction, manual work, operational risk, and repeat support needs.
Maintains current procedures, platform inventories, configuration records, control documentation, vendor records, release notes, and audit evidence for assigned systems.
Coordinates internal and external audits, examinations, risk assessments, access reviews, and compliance requests for assigned digital platforms and processes.
Manages day-to-day third-party relationships for digital banking, online account opening, and ancillary functionality, including Segmint, Savvy Money, wire processing, fraud and identity tools, and other integrations as they evolve.
Partners with the Director of Digital Experience & Product Strategy to translate approved roadmaps and customer experience priorities into executable requirements, delivery plans, releases, and measurable operational outcomes.
Serves as a subject matter expert and escalation resource for digital banking and online account opening, providing guidance, training, and clear communication to employees and leadership.
The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.