Commercial Digital Operations Manager - Bank Operations - Wheeling, WV

Davita Inc.; Ann Arbor (MI); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading financial institution is seeking a Commercial Digital Operations Manager to oversee digital operations and enhance customer engagement. The successful candidate will lead a team dedicated to managing payment transactions and ensuring exceptional client experiences through self-service solutions. This strategic role requires a deep understanding of digital banking, strong leadership skills, and the ability to implement process improvements.

Qualifications

• Minimum of five years banking experience including digital banking and operations.
• At least two years in a supervisory or leadership role.
• Strong knowledge of digital banking and customer/user experiences.

Responsibilities

• Manage and oversee Digital Operations focusing on commercial clients.
• Lead a team to engage with clients through self-service platforms.
• Ensure positive customer experiences and handle complex issues.

Skills

Leadership

Problem Solving

Effective Communication

Customer Experience Management

Digital Banking Knowledge

Education

Bachelor's Degree

Tools

Microsoft Office

FIS Digital applications

Job description

Commercial Digital Operations Manager - Bank Operations

Location: Multiple Locations (Remote within the Bank's footprint)

Market: Wheeling

Work Hours per Week: 37.5

Requirements

• Bachelor's Degree preferred
• Minimum of five years banking experience including digital banking, banking operations, technology or a digital product management role in another industry or equivalent combination of both degree and experience required
• Strong knowledge of digital banking, bank operations, technology, and customer/user experiences preferred
• Minimum of two years' experience in a supervisory or leadership role required

Job Description

SUMMARY: Responsible for managing and overseeing Digital Operations, focusing on our commercial clients. Lead a team that engages with clients through our self-service platform and manages payment transactions such as ACH, Wire, RTP, etc. Collaborate with team members to create a customer-first environment, drive customer satisfaction, and leverage automation for efficiency.

Supervisory Responsibilities: Conduct interviews, hiring, training, performance evaluations, and employee management in accordance with policies and laws.

Interpersonal Skills: Maintain professionalism, effective communication, and the ability to manage multiple priorities and delegate effectively.

Essential Duties and Responsibilities

• Manage and lead a team, ensuring timely and accurate task completion
• Oversee daily operations of digital applications and payment processes
• Ensure positive customer experiences and promote bank products and services
• Address and resolve complex issues
• Partner with internal teams for cross-training and process development
• Design, implement, and monitor processes, advocating for scalability and automation
• Maintain application effectiveness and process documentation
• Identify opportunities for process improvement and automation
• Provide staff training and guidance
• Monitor metrics for improvement opportunities
• Maintain SOX control documentation and other controls

Other Requirements

• Adhere to banking regulations and complete compliance training
• Demonstrate leadership, problem-solving, and communication skills
• Understand account documentation and retention requirements
• Proficiency in Microsoft Office; knowledge of FIS Digital applications preferred