Digital Banking Operations Lead

Nusenda Credit Union; Albuquerque (NM); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health and wellness options

401(k) Matching

Professional development

Tuition assistance

Job summary

Nusenda Credit Union is seeking a Digital Operations Manager to lead a team responsible for maintaining and supporting digital banking products. You will serve as the operational owner for digital product experience, troubleshooting, maintenance, and education to ensure high-quality member and employee experiences.

You will review feedback, supervise daily development and coaching, and collaborate with branches, contact center, and other departments to elevate service levels.

Qualifications

• Development, performance management, training, and employee counseling skills essential.
• Analytical and problem-solving abilities with the ability to derive innovative strategies and implement them in a timely, effective manner.
• Excellent verbal, written, and presentation communication with the ability to work with multiple levels of the organization.

Responsibilities

• Oversee, coordinate, and support the day-to-day operations of the Digital Operations team, including assignment of responsibilities and special projects, monitoring productivity and service levels, prioritization of operational activities, problem resolution, and continuous process improvement.
• Provide advanced technical support and escalation management for digital products and services including tier two and three technical support and on-call and developing recommendations for change or improvement.
• Support Treasury Management, Business Banking, Deposit, Fraud, Cards, and other back-office teams servicing members via Digital Banking systems.
• Administrate internet banking platform configuration and regular processing.
• Identify opportunities within Digital Operations to deliver value to Nusenda’s staff and members through self-service tools, improved system administration processes, training resources, and reference materials.
• Analyze support tickets, member feedback, system metrics, and internal customer input to identify and drive process and product improvements.
• Work with Nusenda Branch Experience, Contact Center, and other departments to elevate the member’s experience when digital product support is needed.
• Work with the Digital Services team to develop digital product documentation enhancements.
• Work with member support business units and internal stakeholders to identify, develop, and implement improvements to digital product documentation and training.

Skills

Performance management

Training

Employee counseling

Analytical skills

Problem solving

Verbal communication

Written communication

Presentation skills

Stakeholder management

Education

Bachelor's degree in Business Administration

Job description

Nusenda Credit Union is seeking a Digital Operations Manager to lead a team responsible for maintaining and supporting digital banking products. You will serve as the operational owner for digital product experience, troubleshooting, maintenance, and education to ensure high-quality member and employee experiences.

You will review feedback, supervise daily development and coaching, and collaborate with branches, contact center, and other departments to elevate service levels.