Director of Digital Banking Channels & Support Operations - Cornerstone Community Financial Credit Union : Job Details

Director of Digital Banking Channels & Support Operations

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Director of Digital Banking Channels & Support Operations

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Our OpportunityThe Director of Digital Banking Channels & Support Operations is responsible for planning and directing digital banking, payment services, and operational functions and programs for the organization. This position is responsible for ensuring operational excellence and efficiency and oversees the continual evolution of digital and payment programs including CCF's mobile and internet platforms, all aspects of payments ecosystem, including debit and credit cards, digital wallet, ACH payments. The Director of Digital Banking Channels & Support Operations works closely with organizational leaders to ensure alignment of digital, payment and operational processes and functions to the overall credit union strategy.

Our OpportunityThe Director of Digital Banking Channels & Support Operations is responsible for planning and directing digital banking, payment services, and operational functions and programs for the organization. This position is responsible for ensuring operational excellence and efficiency and oversees the continual evolution of digital and payment programs including CCF's mobile and internet platforms, all aspects of payments ecosystem, including debit and credit cards, digital wallet, ACH payments. The Director of Digital Banking Channels & Support Operations works closely with organizational leaders to ensure alignment of digital, payment and operational processes and functions to the overall credit union strategy.What You'll Do In This Role

• Monitor, track, and analyze organizational operational activities and logically direct, control, develop and implement organizational processes and procedures to maximize efficiencies to improve day-to-day operations and meet company goals.
• Provide analysis of various operational statistics, the use of technology in all areas of operations, and makes recommendations for the effective and efficient operation and growth of credit union. Provide direction for and recommends improvements to products, pricing, cost effectiveness and procedures.
• Provide strategic and operational oversight of mobile banking, internet banking, and the related design elements, functionality, and third-party service provider relationships. Perform evaluations of digital tools, resources and processes, and make recommendations for increase efficiency, member penetration, and operational excellence. Develop, implement and monitor the strategic digital needs that provide technical support to non-member facing operations of the organization.
• Oversee debit and credit card programs, digital wallet, ACH payments, third-party payments processors and networks. Continuously review and make recommendations of product enhancements or new features based on industry resources for payments trends and innovations. Analyze payment system and product data, and develop strategies to increase penetration, activation, and utilization.
• Partner with the Information Technology department and other cross-functional teams for maintenance, system design, interface applications and security. Manage roles, user templates and product configurations.
• Function as business owner on projects related to digital banking, payments, and operations. Assist in and ensure the effective implementation of relevant products, processes and procedures. Perform return on investment analysis for business cases related to projects.
• Ensure proper documentation of all applications assigned, including workflow diagrams, operational procedures and security requirements. Analyze usage and uncover obstacles to utilization. Advise on recommended purchases, maintenance and repairs for assigned areas.
• Lead and develop the Digital and Operations teams to their highest potential through effective coaching and leadership. Evaluate and clearly communicate team member work expectations by conducting timely feedback, conducting 1:1s, and performance appraisals. Identify and provide opportunities for training, coaching, and mentoring techniques to ensure development, accountability standards and performance goals are achieved.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.
• Oversee risk reporting functions and gather, analyze and present risk data to various audiences including senior management and the board.
• Oversee and facilitate CCF's Audit Plan and Vendor Risk Management program to ensure internal and external audits are executed, Vendors are properly assessed and managed, and results are addressed and reported to senior management and the Audit Committees as expected.
• Strategically develop, plan, and execute organizational compliance and risk-related training programs.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

What You'll Bring To CCF

• A college degree
• Five to ten years of similar or related experience, including time spent in preparatory positions.
• Knowledge of Symitar core processing system preferred.
• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
• Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.
• Project Management, change management, and vendor management skills required.
• Experience in managing a team of direct reports, as well as strong influencer over vendors and others without a direct reporting line.
• High level of proficiency in Microsoft Suite of products required including Word, Excel, Outlook, and PowerPoint.
• Experience with reporting detailed information including: KPI's, metrics, audit requests, and/or data to support monthly progress and trending reports.
• Ability to analyze and interpret data from multiple sources and present concise analysis to Senior Executives.
• Must possess excellent written and oral communication skills.
• Ability to build relationships across multiple lines of business.
• Excellent organizational skills required.
• Experience in designing processes and building infrastructure to scale operations in organizations experiencing growth preferred.
• Managing multiple enterprise-wide projects through expert planning, and prioritization to ensure proper deployment of limited resources against the highest and most important projects.
• Experience supporting entire project life cycles.
• Experience with Online & Mobile Banking.

Work Location: This position is based in Troy, MI. Hybrid working arrangements are available following 4-6 months of successful employment.EOE: CCF is committed to equal opportunity and complies with EEOC rules and regulations.

Seniority level

• Seniority levelDirector

Employment type

• Employment typeFull-time

Job function

• Job functionDesign, Art/Creative, and Information Technology

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