Digital Banking and Payments Product Manager

We are seeking an experienced and strategic leader to oversee the Digital Banking Department. This role will require focus on further developing digital growth and payment strategy. This includes developing and implementing capabilities to increase the usage of digital self-service and supporting the acquisition of new clients from the digital channel. This will include providing strategic recommendations for investment and growth in this channel.

This is an exciting opportunity to shape the future of digital banking while ensuring operational excellence. If you’re passionate about driving innovation and improving client service, we invite you to apply.

Essential Functions:

• Develops and ensures the effectiveness of the department’s business plan. Oversees the daily activities of department staff ensuring work is performed in a timely and accurate manner. Ensures compliance with established policies and procedures. This includes determining, refining and managing KPIs and SLAs across teams. Responsible for establishing department metrics and quality measures and accountable to meet goals established.                                                                                                        
• Leads team and department to identify and implement process improvements to enhance the client experience and improve the employee environment. Responsible for continuous process improvement including engaging cross functional colleagues, streamlining workflow, and implementing automation. This includes:
  • Facilitating the implementation of new features and functionality that improves service, process, or product across Bank’s applications.
  • Evaluating latest trends and innovations in digital banking and FinTech solutions and recommending solutions for the bank. Maintain a clear command of competitive capabilities and existing and emerging technologies and vendor capabilities.
  • Leads teams to deliver high quality digital client experience for customers across all lines of business (consumer, small business, commercial). Champions customer experience/digital technology capability with internal stakeholders and delivers compelling client experience through service team supported by digital technologies.
  • Responsible for training, developing and coaching of colleagues within the department. Ensure that the team has the necessary skillsets and culture to drive a strong client experience with consistent accuracy and quality service. Establishes reporting dashboards to help measure the client experience (weekly, monthly, quarterly and in-the-moment monitoring).                                                                                                                                                                                                                                 
• Accountable for selecting, hiring and onboarding direct and indirect reports.                                                                                                                                                                           
• Ensures the team delivers timely resolution of client problems or issues. This includes escalation with partners and mitigating issues by designing and implementing a frictionless digital client experience across the organization.                                                                                                                                                                                                  
• Creates and maintains specifications that control the functionality of the Bank's Digital Banking systems:
  • Overseeing the management of systems administration to include leading strategy for client facing systems and supporting operations systems, including: Core, Online Banking, Card, RDC, Mobile Capture, and Online Account Opening.
  • Responsible for or overseeing those responsible for multiple applications and systems supporting user administration, upgrades, improvements and vendors including but not limited to RDC, ACH, Wire, Online Account Opening, Card, Mobile Capture, Online Banking, Mobile Banking.
  • Responsible for evaluating, selecting and administering security management programs supporting above products and systems.                                                                                                                                                                                            
• Manages the online account opening process and the synergies between online, branch, marketing and operations in order to maximize client experience; minimize errors; and meet regulatory requirements while developing system efficiencies and ensuring quality control.                                                                                                                                                     
• Manages and oversees and guide relevant subject matter experts in the following programs/functions with the expectation to learn each and become a subject matter expert:
  • Digital Banking Operations and Tier two support of Wire, ACH, RDC, Account Analysis, Positive Pay, ACH Filter, ACH Block, Lockbox, Sweep Investment Accounts.
  • Operational Policies including ACH Policy, Wire Policy, Online Account Opening, RDC, and others.
  • ACH and Wires service functions for the Bank.
  • Debit card program, card issuance, and fraud monitoring.
  • Applications that include but are not limited to mobile, online banking, and Bill Pay.                                                                                                                                                       
• Leads or assists assigned projects aligned with the Bank’s strategic plan. This may include strategic projects involving significant investments, implementation and testing that engage broad internal and external partnerships.                                                                                                                                                                                              
• Responsible for ensuring regulatory compliance and risk management:
  • Stays abreast of pertinent regulatory and compliance issues and ensures adherence with all banking related laws and regulations. Protects all customer information and institution assets and complies with privacy and acceptable use policies.
  • Mitigates risk and fraud in systems and digital channels. Analyze and balance risk and information security with client experience in use of emerging capabilities.
  • Responsible for designing and managing operational compliance and fraud controls in order to meet all regulatory requirements.
  • Responsible for successfully supporting audits on wire, ACH, operations, compliance including State and FDIC exams.                                                                                                                                                                                                      
• Responsible for the department budget and planning. This includes determining investment to drive our strategy and efficiency initiatives to manage cost. Monitors budget versus expenditures on a monthly basis providing explanation of significant over/under GLs.                                                                                                                                                                             
• Maintains close collaborative relationships with key business line stakeholders including, but not limited to: Retail Operations, Retail Branches, Marketing, Treasury Services, Learning and Development, IT and Risk Management.
  • Partner with cross-functional stakeholders to share customer support findings for each channel such as volume, insights, observations, success metrics and voice of the customer.
  • Must lead others in other departments by influencing, leading and managing change.                                                                                                                                               
• Performs other job-related duties and projects assigned by the Director of Treasury Sales and Services.

Qualifications:                                         

Education and/or Experience

Bachelor's degree (B. A.) from four-year college or university

Other Qualifications:        

• Demonstrated success in improving the client experience.
• 10+ years or more experience managing and motivating people with proven success leading cross-functional teams, vendors and organizational initiatives.
• Senior-level presentation and communication skills including one-on-one, small and large groups, with peers, direct reports, and senior management. Ability to influence a large cross-section of constituencies.
• Exceptional collaboration skills.
• Experience in digital technologies serving retail and/or commercial clients.
• Experience in digital products and strategy.
• Experience in managing electronic banking, website and mobile in the financial services industry preferred.
• Able to create competitive and creative strategies and plans.
• Proven ability to execute tactics necessary to deliver business objectives.
• Strategic Agility; Future-oriented; Articulate credible visions of possibilities and likelihoods for digital experiences.
• Ability to understand key financial and performance metrics.
• Ability to translate material into easily understood concepts.
• Proficiency with banking core operating systems required, FISERV experience preferred. Business, technical, and cross-functional critical thinking to solve complex problems and make timely decisions.
• Extensive understanding of the technology and operational aspects of banking products, systems, regulations, and services.
• Proven ability to work independently on enterprise strategic projects requiring sound judgment, strong decision making skills and follow through.

Benefits

This position carries great benefits, including paid time off, holiday pay, 401k participation with a generous match (we put money in your 401k even if you don't!), and access to Androscoggin Bank's full insurance benefit package (medical, dental, vision, life, and disability). Androscoggin Bank offers paid parental leave to our employees, which grants new mothers and fathers six weeks of full pay! We also provide paid volunteer time to all employees.

Hoping you could advance your career and your education? We can help. Androscoggin Bank is committed to supporting employee development, and employee benefits include tuition and education reimbursement.

Do you wish you could be more involved and connected in your company, beyond the level of your department? Androscoggin Bank offers that to you. Project teams, committees, events, in-house education, and more. It’s an amazing place to work.

And, you get to work with some of the smartest, most dedicated, heart-felt people you will ever meet!

We are so proud that Androscoggin Bank recently achieved B Corp Certification. This means we’ll continue to use profit to power our purpose, rather than serving as the purpose itself. We’ll serve the best interests of our clients, our employees and our communities, while also honoring our environment. Learn more about it here - https://www.androscogginbank.com/bcorp/ 

Androscoggin Bank is an Equal Opportunity Employer and does not discriminate on the grounds of race, color, religion, sex, sexual orientation, including gender identity and gender expression, national origin, citizenship status, age, disability, genetic information or veteran status.