Digital Services Manager

General Purpose

The Digital Services Manager is responsible for delivering on the innovative strategies, performance, and daily operation of BHFCU's digital banking ecosystem. This role oversees the end-to-end digital experience across online banking, mobile applications, electronic payments, digital account opening, and online loan application platforms. This role ensures these systems deliver seamless, secure, and user-centric experiences while driving adoption, engagement, and continuous growth.

Own and Manage

• Overall performance and user experience of digital banking platforms, including online banking, mobile applications (iOS and Android), electronic payment systems (bill pay, P2P, ACH, A2A), digital account opening solutions, and online loan application platforms.
• Continuous evaluation and enhancement of the end-to-end user journey to improve ease of use, accessibility, and overall satisfaction.
• Partner closely with internal stakeholders, vendors, and fintech partners to deliver intuitive, consistent, and member-centric digital experiences across all touchpoints.

Drive Adoption and Engagement

• Execute strategies to drive digital adoption, engagement, and utilization across all platforms.
• Stay informed on industry trends, competitive offerings, and emerging technologies to ensure the organization remains at the forefront of digital innovation.
• Analyze user behavior, transaction trends, and funnel performance to identify improvement opportunities and remove friction points.

Monitor and Improve Systems

• Lead incident management efforts, including troubleshooting, escalation, and coordination with internal teams and external vendors.
• Ensure all systems operate in compliance with internal governance standards, regulatory requirements, and cybersecurity protocols.
• Lead, coach, and develop a high-performing team responsible for supporting and advancing digital services.

Other Duties

• Manage team capacity, resource allocation, and prioritization to ensure effective execution of operational and strategic initiatives.
• Lead and oversee cross-functional digital initiatives from concept through implementation, ensuring successful delivery of projects that enhance digital capabilities.
• Define project scope, timelines, deliverables, and success metrics while coordinating efforts across internal teams and external vendors.
• Apply appropriate project management methodologies, to ensure efficient and effective execution.
• Proactively identify risks, dependencies, and mitigation strategies, and conduct post-implementation reviews to assess outcomes and capture lessons learned.
• Maintain and manage a prioritized roadmap of digital enhancements and initiatives.

Vendor Management

• Serve as a primary point of contact for digital platform vendors and fintech partners, ensuring strong, productive relationships.
• Evaluate vendor performance against established service-level agreements and contractual obligations, addressing issues as needed.
• Establish, monitor, and report on key performance indicators, including digital adoption, active users, transaction volumes, conversion rates, and system performance.
• Utilize data analytics to inform decision-making, identify optimization opportunities, and measure the success of digital initiatives.

Compliance and Risk Management

• Ensure all digital services comply with applicable regulatory, legal, and cybersecurity requirements.
• Partner with risk, compliance, and information security teams to identify and mitigate potential risks, including fraud and data privacy concerns.

Support and Education

• Support internal audits, examinations, and regulatory reviews related to digital platforms and services, ensuring proper controls and documentation are in place.
• Coordinate with Learning & Performance and Marketing to ensure employees are prepared to give support and education for member digital banking experience, and to ensure members maintain high awareness of the financial capabilities of these systems.

Design Thinking and Innovation

• Participate in design thinking sessions to help define, ideate, and prototype on new ideas.