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JOB FUNCTION / SUMMARY:

The Digital Banking & Innovation Channel Manager is responsible for the strategic direction and execution of an assigned Digital Banking channel.This position is responsible for channel management, understands client needs and behaviors, identifies solutions and services to meet needs, brings new channels to market and drives adoption and utilization. The Digital Banking & Innovation Channel Manager is responsible for overall channel management activities focusing on developing channel strategy and its roadmap, owning high-level requirements, negotiating and facilitating priorities among key stakeholders. This position serves as a leader in partnership with Marketing, Core Retail, Channel Management, Compliance, Legal and others to ensure that we effectively attract the right audience, providing the right value proposition, to grow key market segments.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Responsible for driving growth of key segments impacting acquisition of new customers and overall revenue growth




• Oversees the digital strategy and roadmap for assigned channel, in partnership with Digital Strategy management. This position manages feature prioritization, delivery, and ensures business and client goals are achieved.




• Lead teams of internal partners to understand business needs and issues pertaining to digital delivery channels



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  Manages Channel Managers responsible for the following activities:

  
  
  
  

  • Customer experience - understand how the customer perceives their banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve.

  
  

  • Associate education/knowledge - work with training and front lines to ensure understanding and support for usage in the various defined channels.

  
  

  • Regulatory compliance - monitor the industry for changing regulations affecting both servicing ability and revenue/cost.

  
  
  
  



• Manages balance sheet to acceptable standards to adequately contribute to the overall profitability of the department and company.




• Accountable for identifying revenue growth areas and implementing solutions for potential revenue growth and/or cost savings opportunities.




• Maintains effective working relationships with existing vendors and searches for new vendors when necessary to implement cutting edge channel management opportunities. Participates in contract negotiations and effectively manages renewals to ensure adequate service levels and cost measures are intact.




• Work closely with Business Intelligence area as well as proactively monitor publicly available information (i.e., internet) to ensure that we are receiving the relevant and up-to-date information for research/benchmarking necessary to stay on the forefront with our offerings and services both competitively and from a regulatory perspective. Periodically benchmark performance against other financial institutions




• Monitors channel and sales strategies within industry to identify gap opportunities in channel and offering line ups and develop actionable strategies to use our channels effectively to grow and retain a profitable customer base.




• Responsiveness to market conditions by monitoring and reacting to market and economic conditions to determine unique strategies and opportunities to achieve maximum channel utilization results as well as customer retention and acquisition.




• Stays abreast of industry trends within Retail Banking (regulatory, technology, competitors)




• Proactively identifies changes or technical enhancements and operational efficiencies needed to increase customer experience.




• Manages projects within retail banking, including requirements gathering, participation in design sessions, and making key decisions on retail initiatives




• Provides leadership and direction to cross functional teams empowered to execute process/channel improvements




• Identifies and removes barriers that slow or prevent the successful attainment of channel /productivity improvements.




• Works with operating leaders and teams to uncover and assess channel and revenue generating opportunities.




• Define reporting requirements necessary to effectively monitor individual channel, department and company goals and provide periodic channel performance reporting to management on an agreed upon schedule.




• Review MARSY roll up for delivery channels

SUPERVISORY RESPONSIBILITIES:

Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Bachelor's degree or commensurate experience




• 7+ years of Management of Online or Mobile Banking or customer-facing websites, from conception through launch and iteration




• Financial services industry experience strongly preferred




• 2 years of management experience preferred




• A track record for creating a simple, elegant, end-to-end customer experiences




• Experience in managing software channel development lifecycles




• Experience writing business requirements, user stories and use cases




• Ability to translate customer needs into business and channel requirements




• Strong ability in coordinating multiple time sensitive projects and activities simultaneously




• Strengths in problem solving, issues-resolution skills, ability to work in a deadline-driven environment




• Excellent interpersonal and communication skills




• Understands digital marketing tools, techniques and metrics

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to travel if required to perform the essential job functions




• Ability to work under stress and meet deadlines




• Ability to operate related equipment to perform the essential job functions




• Ability to read and interpret a document if required to perform the essential job functions




• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.