Digital Banking Officer

New Hampshire Mutual Bancorp•Concord, NH

6d•$77,000 - $97,000

About The Position

Under the general guidance of the SVP Operations Officer and in accordance with established policies and procedures, the Digital Banking Officer is responsible for leading the Digital Banking team and managing the online/mobile banking products and services for consumers/small business/cash management customers, consumer online account opening, wire, and ACH origination processes for multiple affiliate banks within a multi-bank shared services environment. Effectively collaborates with various NHMB functional areas to ensure established service levels are met. Responsible for ensuring operational readiness and ongoing support for changes and new implementations.

Requirements

Three to five years of progressively increasing bank operations management responsibility within a fast-paced dynamic environment.
Direct experience managing multiple digital banking channels, wire and ACH processing, and collaborating with retail and commercial cash management systems and stakeholders; demonstrated work achievements through team development; solid department project leadership experience preferred.
Process ownership and continuous improvement experience, including identifying operational inefficiencies and managing change.
Experience working through primary vendors regarding troubleshooting, analysis and issue resolution, including those related to ancillary system interfaces.
Confident self-directed independent ability to translate assignments into plans and actions individually or through team settings.
Strong leadership ability with a focus on collaboration, teamwork, empathy, and the development of others.
Strong analytical reasoning skills, excellent interpersonal and communication skills, verbal and written.
Superior time management and execution skills with the ability to prioritize multiple critical tasks and adapt to changing circumstances.
Project planning and implementation, as well as strong technical skills including in-depth knowledge of digital and core systems, desktop applications and in-depth understanding of bank operations.
Proven customer service and communication skills that are effective, sensitive and respectful. Strong organizational and negotiation skills.

Responsibilities

Model behaviors consistent with A+ Merits to foster an effective culture.
Ensure operational controls and processes are in place.
Ensure customer service (internal and external) and support standards are achieved consistently.
Adheres to the NHMB Values: A+ Merits - Accountability, Mutuality, Excellence, Respect, Integrity, Teamwork and Stewardship.
Manages assigned staff in accordance with the organization's policies and procedures providing oversight, direction, and work assignments to achieve department goals. Provides coaching guidance and identifies appropriate development opportunities and resources for assigned staff to ensure continuous improvement. Conducts regular staff performance discussions, interviews job candidates, and makes hiring, termination and salary recommendations as needed.
Ensures related procedures and practices are effective, accurately reflect department activities and actions, and incorporate strong operational controls and comply with all related requirements. Ensures that staff understand and adhere to established policies and procedures.
Ensures operational readiness of new digital banking services through effective project participation, communication of changes with the Digital Banking team, and procedural updates to efficiently support system implementations, upgrades, releases, and any related testing. Proactively manages intra & inter-department dependencies to ensure optimum workflow, progress and success.
Manages and directs overall workflow for the department including assignments, workloads, ensuring short- and long-term production levels are achieved while providing direct assistance to staff on problem resolution as needed. Works with various department managers to address inter-department performance issues. Ensures functional cross-training and proficiency across all assigned areas of responsibility. Maintains a high level of department capacity, continuity of service and teamwork engagement.
Ensures that all customer service and support standards are achieved consistently, utilizing regular team performance monitoring and development activities. Areas of focus include ensuring staff ability to provide accurate and timely service/responses to all internal/external customers; high proficiency levels in systems and system functionality with capability to service all complaints in accordance with defined procedures.
Independently maintains an in-depth level of knowledge of all related policies, procedures and related regulations.
Independently performs higher level research, analysis and problem resolution activities. Works with vendors to ensure outstanding issues are resolved timely. Make informed recommendations to management to effectively address new or evolving service or system issues.
Works with Management and Fraud department to proactively reduce exposure to digital banking fraud and address fraud concerns in a timely and fully responsive manner.
Works closely with the Digital Banking Systems Manager to ensure platforms and integrated services are functioning appropriately, and issues are addressed timely with vendors.
Facilitates related exams and audits by coordinating the preparation of audit documents, addressing and responding to audit findings, and implementing changes as needed.
Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.
Performs additional duties as requested.