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Director, Digital Banking Channels

 

The Director of Digital Channels will shape and lead the execution of the “Best in Class” digital experience for both members and internal partners by delivering  simple, frictionless, and contextual user interactions through the implementation of technologies that exceed expectations.  Manages and develops subordinates.  Ensures operational, service, performance and financial goals are consistently achieved.   Research, recommend and implement strategies and/or technologies to reduce member effort, enhance member service, increase product utilization, improve efficiency, and increase sales.

This position is located in either Costa Mesa, California or Downey, California 

 

ESSENTIAL RESPONSIBILITIES: 

 

  • Manage/develop subordinate managers, supervisors and employees.
  • Ensure the use of efficient problem-solving techniques, performance improvement initiatives, training and coaching techniques.
  • Responsible for increasing the adoption of all digital channels (online, mobile, bill pay, eStatements, electronic payments, etc.).
  • Proactively, research, recommend and implement technologies to reduce member effort, enhance member service, increase product utilization, improve efficiency and increase sales.  
  • Identify, develop and manage implementation plans for product enhancements, added functionality, and applications that create a “Best in Class” digital experience. Coordinate and manage projects with IT, Marketing and vendors, as needed.
  • Collaborate with Digital Branch to execute plans that will improve online account opening and new member on-boarding processes.
  • Analyze, provide recommendations, and collaborate with Lending and Marketing to execute plans to enhance the online loan application and funding processes.
  • Conduct research as needed (such as online surveys, usability studies, focus groups, etc.) to gauge digital channel effectiveness, content, use of current features and requests for future enhancements.
  • Manage and respond to NPS surveys for all digital channels. Develop service improvement plans using survey responses and member feedback.
  • Provide on-call support for all applications and escalated member issues regarding all electronic delivery channels: eBanking, Mobile, Account Opening. 
  • Develop action plans, communicate recommendations for improvement to IT/vendors in response to annual third-party security scan and audit findings. Respond and resolve audit findings. 
  • Perform regular review of current contracts, develop performance criteria /expectations, and monitor performance.   Negotiate vendor costs on a per project basis.
  • Conduct regularly scheduled meetings with vendors, IT, Marketing, etc. to review and update all open projects, and manage priorities.
  • Prepare an annual Digital Channels budget and operate within forecast.
  • Monitor expenses and maximize the investment (increased usage, etc.) and/or reduce overall expenses.
  • Ensure operational, service, performance and financial goals are consistently achieved.
  • Minimize losses to the credit union by revising and adhering to CU policies and procedures.
  • Prepare and distribute a monthly summary of key statistics for Senior Management.
  • Communicate with all levels of management and staff of any widespread member service impacts.
  • Performs other duties as assigned.
  • We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization.  Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.  Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values.

 

 

EDUCATION and/or EXPERIENCE: 

 

Bachelor's degree (B. A./B.S.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Master’s degree preferred.  Minimum of 5 years management experience including strong communication, leadership and organizational skills.  Minimum of 5 years’ experience in digital technologies. Strong computer skills w/knowledge of MS Word, Excel, Outlook.  Analytical thought process with the ability to analyze phone/agent reports to see potential problem areas.  Ability to handle human resource issues.  Ability to multi task and handle several projects at once.  Ability to handle irate customers. Experience w/ banks and or credit unions.  Knowledge of banking policies and procedures. Ability to motivate staff in meeting sales goals.

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