Digital Branch Operations Manager

ACCESSbank, Omaha Nebraska; Omaha (NE); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid volunteer hours

Employee-led service initiatives

Job summary

ACCESSbank in Omaha seeks a Digital Branch Operations Manager to lead the growing Digital Branch team, aligning people, processes, and technology to deliver exceptional client experiences across ITM, chat, phone, and digital banking. You will coach and develop specialists, manage performance and staffing, and partner with IT, Compliance, and branch teams to ensure service excellence and audit readiness.

This role emphasizes change leadership, process improvement, and a relationship-based service

Qualifications

• Bachelor's degree in Business, Finance, or related field 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.
• Proven ability to lead teams, drive performance, and manage multiple priorities in a fast-paced environment.
• Excellent written, verbal, and interpersonal communication skills.
• Proven ability to collaborate across departments and learn multiple digital platforms.
• Comfortable making informed decisions in ambiguous situations balancing innovation, risk management, and client experience.

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 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 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 for seamless client experience across 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 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.
• Maintain oversight of documentation, tracking systems, service logs, and reporting requirements for audit readiness.
• Act as the primary escalation point for operational, system, and client service issues, coordinating resolution with internal partners.
• Partner with IT, 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 KPIs and reporting data to drive performance, staffing, and operational decisions.

Skills

Leadership

Digital banking

Regulatory knowledge

Communication

Analytical thinking

Cross-functional collaboration

Education

Bachelor's degree in Business, Finance, or related field

Job description

ACCESSbank is a locally owned community bank based in Omaha, built on strong relationships, high-touch service, and a deep commitment to the communities we serve. Since opening in 2007, we’ve grown into a top 10 bank in our market while remaining intentionally local and people-first.

We’re proud to be recognized as a Best Bank to Work For by American Banker, Best Bank by B2B Magazine, and a Forbes Best-in-State Bank. Most importantly, we’re proud of the trust our clients place in us and the role our employees play in helping relationships and communities thrive.

As ACCESSbank continues to invest in the future of banking, we are seeking a Digital Branch Operations Manager to lead our growing Digital Branch team. This position combines people leadership, operational excellence, client experience, and innovation while supporting digital channels including ITM, phone, chat, and digital banking services. We're looking for a leader who is comfortable navigating change, building new processes, and helping create the roadmap for a rapidly evolving area of the bank.

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.

Qualifications

• Bachelor's degree in Business, Finance, or related field preferred; equivalent banking leadership experience may be considered.
• 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.(Suggested addition.)
• Strong technical aptitude and ability to learn and support multiple systems and digital platforms.
• Demonstrated ability to work effectively in a dynamic, evolving environment where processes, technologies, and priorities may be developing simultaneously.
• Comfortable making informed decisions in ambiguous situations while balancing innovation, risk management, operational excellence, and client experience.

Why Join ACCESSbank

Growth & Development

• Competitive compensation, strong benefits, and real opportunities to grow your career through learning, collaboration, and leadership support.

Community Commitment

• Paid volunteer hours, employee-led service initiatives, and meaningful investment in the communities we serve.

Local Decision-Making

No distant headquarters and no majority owner. Decisions are made locally by people who know the market and care deeply about our clients and team.

The ACCESSway

A shared commitment to integrity, teamwork, and delivering exceptional experiences for both clients and colleagues.

If you’re looking for a workplace where relationships matter, your contributions are valued, and your work makes a difference, we invite you to explore a career with ACCESSbank.

ACCESSbank is an EEO Employer/Vet/Disabled