Job Information
Union Savings Bank Digital Channels Manager in Danbury, Connecticut
Description
The Digital Channels Manager provides strategic direction, executional management and oversight of the Bank's digital banking channels which include online banking and mobile banking. The role is responsible for creating and implementing the digital channel roadmap, ensuring alignment with Bank strategies, and continuous monitoring of digital product performance. This position will serve as the product owner for the Bank's digital banking platforms and provide advice and consent over all digital banking delivery products. This position carries a Corporate Title of Vice President and reports to the SVP of Brand & Innovation
Channel Development and Execution
Develop and manage to a multi-year Strategic Road Map for Digital Channels with input from Innovation Center and key business partners. Provide thought leadership for the organization around areas of strategic focus including digital customer experience and breadth of products and services provided through the channel.
Oversees the development and optimization of digital product features across web and mobile platforms, coordinating with cross-functional teams to ensure seamless user experiences, drive adoption metrics, and align product enhancements with business objectives while maintaining technical performance standards and scalability.
Manage digital portfolio, maintain gap analysis, and work with key vendors and internal resources to maintain a roadmap for future features and enhancements of both consumer and business digital channels.
Develop and present business cases that include projected benefits and financial forecasts as part of a multi-year plan.
Work to manage the potential risks associated with the Bank's digital services, in terms of both customer on-boarding and general banking functionality; partner with Risk and Compliance to ensure adequate fraud mitigation and adherence to governance requirements.
Monitor and track budget impact, including cost structure (contract terms), revenue impact and product profitability.
Act as lead for all new digital product launches, conversions, upgrades and on-going performance, from both an implementation and quality assurance perspective.
Oversee product changes and processes including implementation of new digital banking services and modifications to existing products when necessary.
Work closely with Bank Operations, Technology, Customer Service Center, Risk, Marketing and Learning & Development on implementation processes, employee training, and marketing communications.
Stay abreast of industry trends and developments, educating internal partners on any that may impact the Bank's digital services portfolio, including overall strategy, process, marketing and sales.
Sales Support
Recommend channel enhancement based upon own analysis and relating to: market potential, existing services, digital acceptance, usage and retention.
Collaborate with internal sales managers, Marketing and Call Center to utilize all digital channels in support USB marketing and sales programs.
Monitor sales activities, sales and growth trends, penetration analysis, and campaign ROI.
Quality Control
Take lead on resolving issues related to digital product defects, customer issues and general quality control ensuring that a high-level of customer satisfaction is achieved.
Vendor Management
Manage vendor relationships, including all vendor management responsibilities, for some of the digital/online delivery channels.
Champion the digital channels within the vendor relationship and enforce SLAs.
Human Resources Management
Team Development: motivate personnel and promote workplace enthusiasm; provide opportunities for professional growth through education/training; provide the tools/skills (cross train) necessary for employee growth at USB.
Manage HR processes for direct report (performance/incentive/introductory period reviews, recruitment, career development, training, interviews, disciplinary/corrective actions, administer Time and Attendance system, etc.)
Additional Job Duties
Promote the ongoing interest of the Bank whenever and wherever possible. Participate in a variety of community and civic activities and represent the bank at all appropriate community functions. Keep abreast of all compliance-related issues, update electronic marketing materials and media as appropriate.
Perform other related duties as required.
Qualifications
Experience
Required
- 5-7 years: Digital channel management experience
Preferred
2-5 years: Strategic planning, including business case development
5-7 years: Financial services experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
