Digital Services Manager

Your Financial Partner•Fayetteville, NC

3d•Onsite

About The Position

The Digital Services Manager oversees the development, implementation, and ongoing management of digital platforms, systems, and services that enhance member engagement, improve service delivery, and support the Credit Union’s strategic objectives. The role evaluates digital opportunities, manages vendor relationships, and leads initiatives to improve the functionality, adoption, and effectiveness of digital channels. The manager administers and enhances services such as online and mobile banking, bill pay, digital account opening, online loan applications, card management, ATMs, and other electronic delivery channels. The role monitors digital performance and member experience, identifies opportunities to improve utilization and satisfaction, and evaluates technology and industry trends to inform the digital services roadmap. The position coordinates digital marketing initiatives, creates and maintains procedures and documentation, and provides training and support to employees. It manages vendor relationships and ATM program performance, supports branch technology initiatives, prepares reports for management, and coordinates digital projects from requirements gathering and testing through communication, training, and deployment. The manager collaborates with Information Technology, Operations, Compliance, Risk, Fraud, and Marketing to ensure services are secure, compliant, reliable, and aligned with Credit Union objectives. The role also supports audits and must comply with applicable Bank Secrecy Act, Anti-Money Laundering and Customer Identification, OFAC, and Identity Theft policies. Minimal adverse working conditions are described, with moderate to significant local travel and the possibility of working beyond normal hours based on organizational needs.

Requirements

Bachelor’s degree in Marketing, Communications, Computer Science, Information Technology, or a related field.
Five years’ experience within a financial institution managing or supporting digital services is listed as preferred.
Complete mandatory Bank Secrecy Act, OFAC, and Red Flag Identity Theft training annually.
Possess a valid driver’s license.
Strong understanding of regulatory expectations for financial institutions.
Strong analytical skills and ability to interpret data to make sound recommendations.
Excellent organizational and project-planning skills.
Outstanding written and verbal communication skills.
Ability to lead and motivate teams and achieve buy-in from team members.
Ability to motivate or influence others with diplomacy and trust, obtain cooperation internally or externally, discuss problems, present material, and resolve issues affecting departments or divisions.
Positive “can-do” attitude.

Nice To Haves

Marketing, Information Systems, Information Security, and Compliance experience are identified as relevant areas.

Responsibilities

Research opportunities and recommend improvements to digital delivery channels, coordinating implementation of new functionality with a focus on member experience, usability, integration, and operational efficiency.
Develop and monitor digital channel performance metrics, including adoption, usage, engagement, and member experience, and recommend improvements to utilization and member satisfaction.
Administer and support online banking, mobile applications, bill pay, digital account opening, online loan applications, card management services, ATMs, and other electronic delivery channels.
Evaluate emerging technologies and industry trends to inform the Credit Union’s digital services roadmap and identify ways to improve member access and convenience.
Coordinate digital services marketing initiatives with the Marketing team to promote solutions, increase adoption, and ensure consistent messaging.
Create, maintain, and update procedures and documentation related to digital channels, electronic transactions, online services, and digital delivery processes.
Train and support employees on digital service functionality, enhancements, and best practices, and develop resources to improve employee and member adoption.
Evaluate and improve digital experiences, including convenience, accessibility, speed, security, and ease of use.
Manage digital banking vendor and third-party provider relationships, monitor performance, and coordinate issue resolution.
Assist with vendor contract management and service-level monitoring to ensure vendors meet performance, security, and service requirements.
Manage the ATM program, including monitoring performance, coordinating maintenance and service issues, evaluating location effectiveness, and recommending changes to improve availability and member access.
Support branch technology initiatives that offer secure, convenient alternatives to traditional branch transactions and improve service delivery.
Prepare management reporting on digital channel performance, adoption trends, project updates, vendor performance, and improvement opportunities.
Coordinate digital services projects and implementations, including requirements gathering, testing, employee communication, training, and deployment.
Collaborate with Information Technology, Operations, Compliance, Risk, Fraud, and Marketing to ensure digital services are secure, compliant, reliable, and aligned with Credit Union objectives.
Assist and cooperate with federal and independent auditors during annual audits.
Comply with the Federal Bank Secrecy Act, Anti-Money Laundering and Customer Identification Policy, OFAC Policy, and Identity Theft Policy.
Perform other duties as assigned.