Digital Banking Manager

GenoaBank • Genoa, OH

11h

About The Position

The Digital Banking Manager leads and oversees the Bank’s Online and Mobile Banking functions, Treasury Management services, and related digital banking products. The role serves as the primary subject matter expert and system owner for assigned platforms, ensuring reliable service, effective operational controls, regulatory compliance, and efficient processes. The manager identifies opportunities to improve workflows, controls, technology use, and the customer experience as the Bank grows.

The position manages the Digital Banking Department’s daily activities, sets priorities, monitors workloads and service levels, and develops employees. It ensures procedures, quality controls, cross-training, and backup coverage are in place. The manager works with Operations leadership and teams across the Bank on initiatives, system implementations, conversions, product enhancements, and process improvements.

The role also oversees business digital banking services such as ACH origination, Remote Deposit Capture, Positive Pay, and other Treasury Management products. It coordinates with customers and vendors, supports system changes and projects, and partners with relevant departments to manage customer needs and operational risks. The position requires technical aptitude, analytical and problem-solving ability, attention to detail, leadership, and the ability to manage multiple priorities in a changing banking environment.

The position works primarily Monday through Friday during normal Bank business hours, including some Saturdays, with additional hours as needed for implementations, upgrades, conversions, customer needs, or other business requirements. Limited travel may be required for training, vendor meetings, implementation support, or customer assistance.

Requirements

• Bachelor’s degree in Business, Finance, Accounting, Information Technology, or a related field preferred; relevant banking experience may be considered in lieu of a degree.
• Five or more years of progressively responsible experience in Online Banking, Digital Banking, Cash Management, Deposit Operations, Payments, or a related banking function preferred.
• Strong knowledge of Online Banking, Mobile Banking, ACH, Cash Management, Bill Pay, Remote Deposit Capture, Positive Pay, and related digital banking services.
• Strong understanding of banking operations, internal controls, fraud risk, and regulatory compliance.
• Strong technology aptitude, including the ability to understand system functionality, integrations, administration, and customer impact.
• Strong analytical, critical-thinking, and problem-solving skills.
• Ability to identify process-improvement and automation opportunities.
• Strong organizational and project-management skills, with the ability to manage multiple initiatives and changing priorities.
• Excellent written and verbal communication skills.
• Strong employee coaching, training, and leadership abilities.
• Strong customer service and relationship-management skills.
• Advanced proficiency with Microsoft Office applications, particularly Excel, Word, Outlook, and Teams.
• Ability to learn and effectively use new banking applications and technology.
• Directly supervises and develops Digital Banking Department employees.

Nice To Haves

• Accredited ACH Professional (AAP) certification, or ability to obtain it within an established timeframe.
• Additional payments, Cash Management, fraud, or banking certifications.
• Prior leadership, supervisory, team lead, or significant project leadership experience.
• Experience administering banking technology platforms and working directly with technology vendors.

Responsibilities

• Manage the daily operations of the Digital Banking Department and ensure departmental work is completed accurately and on time.
• Administer Online and Mobile Banking systems and oversee enrollment, access, account maintenance, troubleshooting, and escalated customer issues.
• Oversee Bill Pay administration and ensure customer issues and exceptions are resolved promptly.
• Monitor system performance, customer issues, processing exceptions, and service trends, escalating significant concerns as appropriate.
• Establish and maintain security access, dual controls, approval authorities, quality controls, procedures, and documentation.
• Coordinate with vendors to resolve issues, monitor service delivery, and support upgrades, releases, testing, implementations, and enhancements.
• Evaluate digital banking technology and functionality and recommend improvements to management.
• Identify opportunities to improve automation, workflows, customer experience, and departmental efficiency; support new digital product introductions and implementations.
• Train and provide resources to employees on digital banking products, systems, procedures, and changes.
• Oversee setup and ongoing administration of business digital banking services, including ACH origination, Remote Deposit Capture, Positive Pay, and other Treasury Management products.
• Maintain appropriate documentation, approvals, limits, controls, and system access for Treasury Management services.
• Assist with Treasury Management customer onboarding and training, resolve escalated issues, and review customer activity, limits, usage, and exceptions.
• Partner with Commercial Lending, Branch Management, Deposit Operations, and other departments to support customers and business opportunities.
• Stay current on Treasury Management products, fraud trends, technology, and industry practices; help evaluate opportunities to expand or enhance services.
• Lead, direct, train, and develop Digital Banking employees; establish priorities, distribute workload, monitor service levels, and ensure cross-training and backup coverage.
• Promote accountability, accuracy, collaboration, continuous improvement, and excellent customer service; participate in performance management, coaching, and goal setting.
• Communicate departmental performance, risks, issues, projects, staffing needs, and improvement opportunities to Operations Leadership.
• Ensure assigned processes comply with applicable laws, regulations, network rules, Bank policies, and internal controls; maintain appropriate separation of duties.
• Perform or oversee quality-control reviews, identify operational, fraud, security, and customer experience risks, and communicate significant concerns to management.
• Partner with Compliance, Information Security, Deposit Operations, and other departments on regulatory and risk-management requirements; assist with audits, examinations, risk assessments, and remediation.
• Serve as business owner for assigned applications and technology; coordinate vendor relationships, system changes, testing, employee communications, and due diligence.
• Participate in technology conversions, integrations, Bank-wide projects, cross-functional initiatives, and evaluations of system enhancements.
• Provide operational support during unusual activity, staffing shortages, conversions, and significant projects; research and help resolve complex customer and account issues.
• Participate in departmental planning, goal setting, budgeting, and technology planning, and maintain professional knowledge through education, conferences, webinars, vendor training, and industry resources.
• Maintain compliance training and perform other duties and projects as assigned by management.

Benefits

• The Bank pays 100% of employee premiums for medical, dental, vision, long-term disability, short-term disability, and life insurance.
• 401(k) plan with a 50% match up to 8%, plus an additional 4% profit sharing.
• Employee Stock Purchase Plan.
• Generous paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager