2607-8 Digital Banking Manager

Southern Bank of Tennessee is a community bank with Southern roots and modern banking solutions, committed to serving local families, businesses, and communities with dependable service, practical financial tools, and a customer-first approach.

About The Role

The Digital Banking Manager is responsible for the administration, support, performance, and continued enhancement of Southern Bank of Tennessee’s digital banking channels and related customer-facing technologies. This position serves as the primary owner of the digital banking experience, including online banking, mobile banking, online account opening, digital deposit acquisition, and integrated third-party technologies.

The Digital Banking Manager works closely with Executive Management, Information Technology, Retail Banking, Deposit Operations, Treasury Management, Compliance, Marketing, and external vendors to ensure a seamless, secure, and customer-focused digital banking experience. This role supports strategic growth initiatives by driving adoption, usability, and performance of digital banking products and services.

The ideal candidate possesses strong customer service and communication skills, exceptional problem-solving abilities, a passion for technology, and the ability to collaborate effectively across departments.

This role takes full ownership of the day-to-day performance, support, and continuous improvement of digital banking channels but does not hold final decision-making authority over strategy, product selection, vendor contracts, budget, or significant operational changes. Such decisions are made in partnership with Executive Management.

Responsibilities

• Serve as the primary administrator and subject matter expert for online banking and mobile banking platforms.
• Manage the Bank's online account opening platform and digital deposit acquisition channels.
• Monitor system performance and customer experience to ensure digital channels operate efficiently and effectively.
• Evaluate customer feedback, usage trends, and operational data to recommend product enhancements and process improvements.
• Support the development and execution of the Bank’s digital banking strategy, recommending enhancements for approval by Executive Management and executing approved decisions.
• Serve as the primary escalation point for complex digital banking customer issues.
• Deliver exceptional service and support to digital banking customers.
• Develop and distribute customer communications related to system updates, service interruptions, fraud alerts, and new product offerings.
• Create and maintain customer-facing educational materials, online resources, and training content.
• Work proactively to identify opportunities to improve customer adoption and engagement with digital banking products.
• Manage relationships with digital banking vendors and service providers.
• Coordinate implementation, testing, and deployment of new products, upgrades, and enhancements.
• Participate in vendor due diligence, contract reviews, and ongoing performance monitoring.
• Research emerging technologies and recommend solutions that improve customer experience, operational efficiency, and competitive positioning.
• Partner with Information Technology, Deposit Operations, Retail Banking, Treasury Management, Marketing, Compliance, and other departments to support digital initiatives.
• Coordinate projects involving digital products, integrations, and customer-facing technologies.
• Assist departments in identifying opportunities to streamline workflows through technology and automation.
• Serve as an internal resource for digital banking questions, training, and support.
• Assist in the development, maintenance, and documentation of digital banking policies, procedures, and operational workflows.
• Ensure digital banking activities comply with applicable laws, regulations, and Bank policies.
• Monitor fraud trends and work with appropriate departments to implement mitigation strategies.
• Support internal audits, regulatory examinations, vendor reviews, and compliance initiatives.
• Coordinate operational testing and quality assurance efforts related to digital banking systems and enhancements.
• Prepare reports and analyses related to digital banking usage, online account opening activity, digital deposit growth, and customer engagement.
• Track and monitor key performance indicators related to digital channel performance.
• Utilize data and analytics to identify trends, opportunities, and areas for improvement.
• Train employees on digital banking platforms, products, services, and procedures.
• Promote awareness and adoption of digital banking solutions throughout the organization.
• Maintain effective communication with internal departments regarding system updates, enhancements, and operational changes.