Manager, Digital Banking Operations

OnPoint Credit Union•Portland, OR

4d•Onsite

About The Position

The Manager, Digital Banking Operations will be responsible for the technical and operational delivery of digital banking services. This role involves leading the creation, development, and implementation of auditable and repeatable processes for digital banking operations, performing User Acceptance Testing (UAT), and collaborating cross-functionally to enhance the overall digital experience for members. The ideal candidate will possess a strong understanding of digital banking platforms, technology, and operations, with the capability to define and deliver technical requirements.

Requirements

Bachelor’s degree in technology, or an equivalent combination of education and relevant experience
8 years of experience in technical operations, business analysis, or a related role
3 years supervisory or lead experience
2-3 years in financial services or fintech industry
Excellent analytical, problem-solving, and troubleshooting skills.
Ability to interpret complex data, identify trends, and derive actionable insights.
Attention to detail with a focus on delivering accurate and high-quality results.
Strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams and present findings to senior leadership.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Self-motivated, proactive, and able to work both independently and as part of a team.
Strong proficiency with digital banking platforms, systems, and technologies.
Knowledge of technical networks and infrastructure (e.g., cloud services, network topology, system integrations) to ensure seamless digital banking operations and support infrastructure improvements.
Experience in data reporting and analysis, including the use of SQL, Excel, or data visualization tools (e.g., Power BI, Tableau).
Demonstrated use of AI technologies to improve personal and program efficiency, including automation of routine tasks, predictive analytics, and data-driven decision-making.
Familiarity with automation tools and workflows.

Nice To Haves

Bachelor’s degree in technology
Previous experience working with credit unions or other financial institutions
Experience in process documentation, process reengineering, and UAT management.
Awareness of banking and industry standards.
Familiarity with Agile methodologies and project management tools (e.g., Jira, Confluence).

Responsibilities

Manage a team of Digital Account Specialists and Digital Operations Analysts.
Participate in the on-call rotation for technical and operational issues impacting digital banking, which may include shifts outside standard working hours for software deployments or special projects.
Lead technical and operational incident resolution for digital products.
Lead the development and documentation of auditable, repeatable, and scalable processes to streamline digital banking operations.
Work closely with internal teams, including IT, project management, and business partners, to ensure efficient workflow management and continuous process improvement.
Identify opportunities for automation, efficiency gains, and risk reduction through process redesigns.
Plan, execute, and manage UAT for digital banking products, services, and system updates to ensure they meet business and functional requirements.
Develop test cases and scripts, coordinate testing efforts, and report on test results.
Work with internal stakeholders to ensure issues are identified, tracked, and resolved during the UAT phase.
Serve as the lead authority on digital banking data within the credit union's data warehouse, ensuring accuracy, consistency, and integrity of data across digital banking platforms.
Design, develop, and maintain Power BI dashboards and/or other reports to provide actionable insights on key performance indicators (KPIs), member behavior, transaction trends, and system performance.
Partner with stakeholders to identify new data sources and reporting requirements, ensuring alignment with business goals and operational efficiency.
Continuously monitor and optimize data reporting processes, ensuring timely and accurate delivery of insights to key decision-makers.
Provide actionable insights and recommendations to management and cross-functional teams based on data analysis.
Partner with business, technology, and operations teams to ensure digital banking initiatives are implemented successfully and efficiently.
Support the resolution of technical issues, ensuring proper troubleshooting and effective communication with relevant stakeholders.
Stay current with emerging digital banking trends, technologies, and best practices, and apply this knowledge to improve internal processes.
Ensure compliance with industry regulations, security standards, and credit union policies.