Online & Mobile Banking Support Manager
Posted 8 days 13 hours ago by OceanFirst Financial
The Online& Mobile Banking Support Manager manages the day-to-day operations of the Online Banking, Mobile Banking, Bill Pay and ancillary digital banking services to ensure an optimal customer experience and service levels are achieved.
The Support Manager is client focused, and a problem solver. This position works closely with management and takes a lead role on conversions, mergers, fraud protection and new releases for features and functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1.Manages the Bank's day to day digital banking operations and maintenance of all services available on the online and mobile banking platforms.
2.Serves as primary resource and subject matter expert for issues, conversions and mergers regarding the digital banking channel and a mentor to the support team.
3.Provides guidance, leadership and expertise to the digital banking support team and evaluates quality standards, measurements, and process improvements to ensure effective and efficient service. Creates development opportunities and ensures necessary training and tools are provided. Ensures timely and meaningful performance management is administered to all team members.
4.Works closely with Security and the Chief Information Security Officer on digital banking security and fraud issues.
5.Partners with the Online& Mobile Banking Product Manager to define and prioritize the team's strategic roadmap.
6.Provides leadership and project management across key programs to drive continuous improvements.
7.Manages scoping, planning, testing, implementing and monitoring of new digital banking services.
8.Monitors for and communicates upcoming releases from the Bank's digital partners and their impact to employees and customers. Develops implementation and rollout plan when applicable.
9.Takes the lead on conversions and merger related work as it relates to digital banking:
a.The end to end migration experience for customers.
b.The downloading process to Quicken or Quick Books.
c.Ensuring timely resolution of issues during testing and post migration.
10.Develops and ensures procedures, and that daily and periodic reports are up to accurate and current.
11.Ensures the Online Banking Policy remains in sync with procedures and that Terms and Conditions are maintained and changes are communicated.
12.Manages Online Banking Guardian Analytics Fraud cases management monitoring and research process and ensures timely communication and resolution.
13.Manages routine clean-up of inactive digital banking accounts and ongoing maintenance efforts.
14.Prepares periodic management level reports on key metrics and proactively identifies opportunities to improve.
15.Ensures staff are responding to customer inquiries and service issues in accordance with Bank standards.
16.Maintains a good working relationship with key Data Processing and /Online Banking vendors. Works with these vendors to report and resolve daily processing issues. Manages the contracts and annual assessments where applicable.
17.Takes a lead role in data validation of core digital banking platforms and services for conversions and mergers.
18.Takes a lead role in gathering documentation for regulatory exams, internal/external audits and resolving exceptions.
19.Produces analytical and transaction volume reporting for internal management and planning purposes.
20.Runs daily Data Warehouse reports used for account/activity monitoring.
21.Leading member of the Incident Response Team that participates on a rotational schedule to monitor vendor issues on holidays, nights and weekends.
22.Ensures compliance with all regulations governing the banking industry and organization policies.
23.Manages the compliance requirements to ensure files are maintained in accordance with regulations.
24.Ensures that all staff members meet compliance and disclosure requirements and are cross trained in all.
Knowledge, Skills& Abilities
•Proven client service skills and the ability to resolve problems independently or escalate as needed.
•Strong program management and team leadership skills.
•Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results.
•Familiarity with financial institution operations and procedures.
•Working knowledge and understanding of electronic banking products and services.
•Working knowledge of MS Office Suite.
•Analytical and technical skills along with logical thought processes are also required.
•Ability to negotiate and manage vendor relationships.
•Proven project management experience.
•Bachelor's degree preferred or equivalent experience required.
•8+ years bank experience required, preferably in a position supporting Online Banking.
•5-7 years of Management/Supervisory experience required in a banking, operations or technical environment
•Customer service experience preferred.
Internal and External Contacts
•Considerable regional and frequent inter-regional contact.
•Frequent contact with vendors and customers.
Working Conditions/Physical Requirements
Office environment. Ability to operate computer. Ability to communicate in order to exchange simple to complex information with individuals and groups. Ability to travel throughout Bank footprint.
Equal Opportunity Employer
Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity