Digital Branch Lead — Experience & Operations Excellence

ACCESS BANK; Omaha (NE); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Strong benefits

Growth opportunities

Job summary

ACCESSbank in Omaha, NE is seeking a Digital Branch Operations Manager to lead our growing Digital Branch team. This role blends people leadership, operational excellence, client experience, and innovation across ITM, chat, phone, and digital banking services.

You will build scalable processes, coach specialists, manage performance, and ensure service standards aligned with our relationship-based banking approach while complying with policies and regulatory requirements.

Qualifications

• Bachelor's degree or equivalent banking leadership experience preferred.
• Minimum 5 years of progressive banking, retail operations, digital banking, or branch leadership experience.
• Previous supervisory or management experience required.
• Strong knowledge of retail banking operations, deposit products, digital banking services, fraud prevention, and regulatory requirements.
• Demonstrated ability to lead teams, drive performance, and manage multiple priorities in a fast‑paced environment.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent written, verbal, and interpersonal communication skills.
• Proven ability to build relationships and collaborate effectively across departments.

Responsibilities

• Lead, coach, and develop Digital Engagement Specialists and Client Support Specialists to achieve service, operational, and performance objectives.
• Conduct performance management activities, including coaching, goal setting, performance reviews, and professional development planning.
• Foster a culture of accountability, collaboration, client advocacy, and continuous improvement.
• Ensure team members are trained, cross‑trained, and proficient in systems, processes, policies, and procedures.
• Support recruiting, hiring, onboarding, and succession planning efforts within the Digital Branch.
• Oversee the daily operation of the Digital Branch, ensuring consistent service delivery across ITM, chat, phone, and digital banking support channels.
• Monitor service levels, response times, quality metrics, and client satisfaction results while implementing improvements as needed.
• Manage scheduling and workforce planning to ensure appropriate staffing levels and coverage across all digital channels.
• Establish and maintain service standards that align with the Bank's relationship‑based approach to banking.
• Ensure operational workflows are completed accurately, efficiently, and within established service expectations.
• Champion a consultative, relationship‑focused service model within all digital channels.
• Monitor client interactions and quality assurance results to ensure consistent delivery of the ACCESSway experience.
• Serve as an escalation point for complex client situations and service recovery opportunities.
• Partner with branch teams and business lines to ensure a seamless client experience across all delivery channels.
• Support growth initiatives through referral generation, relationship expansion, and digital adoption efforts.
• Oversee fraud monitoring, case management, digital banking support, account administration, and client servicing activities performed within the Digital Branch.
• Ensure compliance with all Bank policies, procedures, regulatory requirements, and audit standards.
• Review trends related to fraud, client complaints, operational losses, service disruptions, and process inefficiencies, implementing corrective action when needed.
• Maintain oversight of documentation, tracking systems, service logs, and reporting requirements to ensure audit readiness.
• Act as the primary escalation point for operational, system, and client service issues, coordinating resolution with internal partners when necessary.
• Partner with Information Technology, Deposit Operations, Treasury Management, Compliance, and other departments to support digital channel performance and service delivery.
• Identify opportunities to improve processes, technology utilization, operational efficiency, and client experience outcomes.
• Support implementation of new products, systems, workflows, and enhancements impacting digital banking and remote service delivery.
• Utilize key performance indicators and reporting data to drive performance, staffing, and operational decisions.

Skills

Leadership

Analytical thinking

Communication

Problem solving

Education

Bachelor's degree in Business, Finance, or related field preferred; equivalent banking leadership experience may be considered.

Job description

ACCESSbank in Omaha, NE is seeking a Digital Branch Operations Manager to lead our growing Digital Branch team. This role blends people leadership, operational excellence, client experience, and innovation across ITM, chat, phone, and digital banking services.

You will build scalable processes, coach specialists, manage performance, and ensure service standards aligned with our relationship-based banking approach while complying with policies and regulatory requirements.