Digital Banking Operations Lead: Automate, Optimize & Lead

First Bank (FBNC); Winston-Salem (NC); On-site; USD 90,000 - 140,000; Full time

Job summary

First Bank (FBNC) in Winston-Salem, NC seeks a Digital Operations Manager to lead a team responsible for daily digital banking operations, ensuring uptime, accuracy, and smooth back-office support for online and mobile platforms and digital payments.

You'll drive process improvements, coordinate with other departments, resolve complex customer issues, monitor risk and regulatory compliance, and mentor staff to deliver exceptional digital service while maintaining policy alignment.

Qualifications

• Bachelor’s Degree or equivalent with a minimum of 5 years’ experience in digital banking channels operations and functions, or digital channel operations outside financial services.
• Strong leadership skills to motivate a team, coupled with excellent communication, technical documentation, and presentation abilities to work with diverse audiences and manage stakeholders.
• Extensive background in digital services, cash management, banking software, and information security is a plus.
• Experience with Q2 digital banking platforms and the FIS Horizon core banking system are a plus.
• Ability to analyze complex issues, balance risk with customer service, and solve problems involving multiple concurrent tasks.
• A strong understanding of payment risks (ACH, Wires, RDC, Bill Pay, P2P, RTP, Positive Pay), banking regulations and compliance requirements is a plus.
• Ability to lead through change, prioritize tasks under pressure, and adapt to evolving risks & customer expectations in a fast-paced environment.

Responsibilities

• Hire, train, schedule, coach, and evaluate performance for the digital operations team.
• Manage daily functions of digital banking applications and payment operations to ensure timely and accurate tasks.
• Analyze processes, identify opportunities for automation, and implement procedures to improve service quality and reduce risk.
• Monitor open cases across digital vendors and coordinate resolutions.
• Ensure a positive digital customer experience across touchpoints and assist frontline support with escalated issues.
• Implement and monitor risk management strategies and maintain process documentation.

Education

Bachelor’s Degree or equivalent

Tools

Q2 digital banking platforms

FIS Horizon core banking system

Job description

First Bank (FBNC) in Winston-Salem, NC seeks a Digital Operations Manager to lead a team responsible for daily digital banking operations, ensuring uptime, accuracy, and smooth back-office support for online and mobile platforms and digital payments.

You'll drive process improvements, coordinate with other departments, resolve complex customer issues, monitor risk and regulatory compliance, and mentor staff to deliver exceptional digital service while maintaining policy alignment.