Digital Branch Manager

Skyward Credit Union; Wichita (KS); On-site; USD 65,000 - 95,000; Full time

Job summary

Skyward Credit Union is seeking a Digital Branch Manager to lead the Digital Branch team, overseeing Digital Account Specialists and Member Service Specialists to deliver exceptional member service and meet KPIs and SLAs.

You will partner with the Vice President of Member Experience and cross-functional teams to drive digital engagement, support technology enhancements, and strengthen the overall digital member experience across channels.

Qualifications

• Three to five years of progressive experience in financial services or related member service environment.
• Experience in leadership or supervisory roles is required.
• Strong knowledge of deposit accounts, online and mobile banking, and IRA administration.

Responsibilities

• Lead, coach, mentor, and develop Digital Account Specialists and Member Service Specialists to foster a high-performing, member-focused culture.
• Oversee daily Digital Branch operations to ensure accurate, relationship-focused service across digital channels.
• Manage workflow priorities, staffing coverage, and service-level expectations to support a positive member experience.
• Support escalation of member concerns, operational exceptions, and service issues.
• Partner with other departments to improve digital tools and enhance the member experience.

Skills

Leadership

Coaching

Communication

Organization

Problem-solving

Team development

Education

Bachelor's degree preferred

Tools

Digital banking platforms

Job description

The Digital Branch Manager provides daily leadership and oversight of Skyward Credit Union’s Digital Branch team, ensuring Digital Account Specialists and Member Service Specialists deliver exceptional member service, achieve established KPIs and SLAs, and support digital member engagement goals.

This role is responsible for team performance, workflow management, service quality, digital account support, employee development, and operational effectiveness across digital service channels. The Digital Branch Manager partners with the Vice President of Member Experience and internal departments to improve processes, support technology enhancements, and strengthen the overall digital member experience.

KEY RESPONSIBILITIES

Leadership & Team Development

• Lead, coach, mentor, and develop Digital Account Specialists and Member Service Specialists to foster a high-performing, member-focused culture.


• Establish performance expectations, provide regular coaching and feedback, conduct performance evaluations, and address performance concerns in partnership with Human Resources.


• Participate in recruiting, hiring, onboarding, training, succession planning, and employee development.


• Promote accountability, collaboration, continuous learning, and employee engagement.

Digital Branch Operations

• Oversee daily Digital Branch operations to ensure consistent, accurate, and relationship-focused service across digital channels, including phone, chat, email, text, video, ITMs, online banking, and mobile banking.


• Provide leadership and oversight for Digital Account Specialists and Member Service Specialists, ensuring digital account opening, account servicing, IRA administration, and member support activities are completed accurately and efficiently.


• Manage workflow priorities, staffing coverage, and service-level expectations to support a positive member experience.


• Support resolution of escalated member concerns, operational exceptions, and service issues.


• Participate in the implementation of digital initiatives, system enhancements, and operational projects by supporting testing, process updates, team readiness, and adoption.

Performance & Service Excellence

• Monitor team performance using established KPIs, service-level agreements, quality standards, and member feedback to drive continuous improvement.


• Analyze operational trends and performance data to identify coaching opportunities, improve workflows, and enhance efficiency.


• Maintain accountability for service metrics including response times, first-contact resolution, application completion, quality, digital adoption, referrals, and member satisfaction.


• Provide regular reporting and recommendations to the Vice President of Member Experience.

Compliance, Quality & Risk Management

• Ensure Digital Branch operations comply with all applicable policies, procedures, regulations, and internal controls, including BSA/AML, OFAC, privacy, information security, and fraud prevention requirements.


• Maintain quality assurance standards for member interactions, account documentation, and operational processes.


• Identify and appropriately elevate fraud, suspicious activity, and other operational risks.


• Support internal audits, examinations, quality reviews, and corrective action initiatives.


• Develop staffing schedules and manage workforce resources to meet member demand and operational objectives.


• Evaluate staffing capacity, operational performance, and workflow efficiency to recommend improvements.


• Partner with Operations, Technology, Marketing, Compliance, Fraud, BSA, and other departments to improve digital tools, streamline processes, and enhance the member experience.


• Participate in system implementations, testing, procedure development, and continuous improvement initiatives that strengthen Digital Branch performance.

QUALIFICATIONS

• Three to five years of progressive experience in financial services, digital banking, deposit operations, contact center operations, or a related member service environment.


• One to three years of leadership or supervisory experience required.


• Working knowledge of deposit accounts, digital account opening, IRAs, online and mobile banking, workforce management, and contact center operations.


• Demonstrated ability to lead teams, analyze performance metrics, solve operational challenges, and drive continuous improvement.


• Strong leadership, coaching, communication, organization, and problem-solving skills.


• Working knowledge of applicable regulatory requirements, including BSA/AML, OFAC, privacy, fraud prevention, and member verification.


• Bachelor's degree preferred or an equivalent combination of education and relevant experience.

WORK ENVIRONMENT

Work is primarily performed in a digital branch and contact center environment utilizing telephone, video, electronic communication, and multiple computer systems. Occasional travel between Skyward locations and schedule flexibility may be required.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Skyward Credit Union is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.