ITM Manager
About the role
The ITM (Interactive Teller Machine) Manager is responsible for overseeing the operations, performance, and strategy of the bank’s ITMS channel. This role leads the ITM team, ensures exceptional customer service through virtual teller interactions, and drives operational efficiency, compliance, and adoption of digital banking solutions.
Essential Responsibilities
- Lead with and model SSB&T’s core values, embedding them into data strategy, governance, and team culture.
- Oversee daily ITM operations, ensuring systems are functioning efficiently and downtime is minimized.
- Maintain ITM transaction activity, performance metrics, and service levels.
- Ensure compliance with all bank policies, procedures, and regulatory requirements.
- Lead, coach, and develop ITM tellers and support staff.
- Foster a service-focused, high-performing team culture.
- Manage scheduling and coverage to ensure consistent service delivery.
- Ensure high-quality, consistent customer interaction through ITM channels.
- Monitor calls and transactions for service quality and adherence to standards.
- Resolve escalated customer issues in a timely and professional manner.
- Promote ITM usage and educate customers on digital banking capabilities.
Candidate Requirements
- A high school diploma or equivalent required; a bachelor’s degree in Business, Finance, or related field preferred.
- Minimum 3–5 years of banking experience, including teller or operations experience.
- Prior supervisory or leadership experience required.
- A strong understanding of banking operations, transactions, and customer service standards.
- Experience managing or supporting ITM or call center operations.
- Familiarity with video banking or virtual service delivery.
- Strong problem-solving and technical troubleshooting skills.
- Demonstrated ability to drive process improvements and operational efficiency.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed operational decisions.
Candidate Preferred Qualifications
- Experience managing or supporting ITM or call center operations.
- Familiarity with video banking or virtual service delivery.
- Strong problem-solving and technical troubleshooting skills.
- Demonstrated ability to drive process improvements and operational efficiency.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed operational decisions.
Employment Commitments & Physical Requirements
- Exempt, Full-time, Monday- Friday 8am-6pm.
- Focus-intensive position requiring extended periods of sitting and digital navigation.
- Occasional walking, standing, and use of office equipment.
- Must possess close visual acuity and clear speech for verbal communication.
Location & Travel
Travel may be necessary depending on business needs.
SSB&T Employee Benefits
SSB&T offers all eligible full-time employees a robust benefits package. Employees receive benefits to support total health, financial, and work life balance. Benefits packages include life insurance, medical, dental, vision, disability, 401K, vacation and sick time. Full-time employees will receive 11 paid federal holidays.
Compensation
We are committed to competitive compensation at SSB&T. By analyzing market data, we establish fair salary ranges. Your pay is determined by your experience, the role's market value, and your geographical location.