Digital Solutions Manager

The Digital Solutions Manager at First Mid is responsible for the management of the Digital Solutions team that performs the day‑time operations of the digital platforms and offerings of the bank. The Digital Solutions department serves as an escalation point throughout the bank for all digital platforms. This role involves leading initiatives to optimize digital channels, such as online and mobile banking, and ensuring these solutions meet regulatory, security, and user experience standards.

They collaborate with retail, sales, IT, compliance, and product teams to enhance digital solutions, streamline operations, and drive customer satisfaction while keeping abreast of technological advancements and industry best practices.

• Lead and manage digital banking solutions for retail and commercial banking clients, focusing on functionality, performance, and user experience.
• Collaborate with cross‑functional teams to enhance digital product offerings and implement process improvements.
• Lead the management and optimization of digital banking channels (e.g., online banking, mobile banking, and payments platforms) to ensure seamless, reliable, and secure experiences for both retail and commercial clients.
• Identify and prioritise new features and functionalities based on customer needs, business objectives, and emerging trends. Coordinate with leadership and project management teams to implement enhancements while maintaining system stability and security.
• Oversee the performance of digital platforms, using analytics tools to monitor uptime, transaction volumes, and response times, and troubleshoot or escalate issues as needed. Ensure proper communication is executed when issues arise within the digital platforms during business and non‑business hours.
• Translate business objectives into measurable KPIs for the platform team. Track, analyse, and report on digital performance metrics across all active solutions. Regularly assess progress against KPIs and implement corrective actions when targets are at risk.
• Manage relationships with third‑party vendors for platform solutions, ensuring service‑level agreements (SLAs) are met, and coordinating any system updates or new integrations.
• Work closely with compliance and IT security teams to ensure digital channels adhere to regulatory requirements, including user authentication, data privacy, and transaction monitoring standards.
• Supervise, support and coach team members to ensure quality standards and excellent service levels are maintained. Provides daily operational assistance and oversight for the team. Manages and assigns tasks to the Digital Solutions team.
• Monitors schedules, assigns tasks, reviews job performance, and makes authoritative recommendations regarding hiring, discipline, promotion, or termination of staff.
• Manages regulatory compliance for treasury products – includes but is not limited to:
  • Monitors federal and state regulations affecting deposits & electronic products. Performs research, analyses issues, evaluates alternatives resolving complex issues, implements and communicates new and/or revised policies and procedures.
  • Performs internal departmental audits when necessary, identifying and resolving any issues and ensuring compliance with regulations is maintained on an ongoing basis.
  • Acts as liaison to Audit personnel and OCC personnel for deposit/electronic compliance.
• Maintains a thorough knowledge of all digital systems, providing guidance to staff on utilisation, issues, and updates.
• Researches, develops, and implements new policies, procedures, and programmes which will enhance the bank’s profitability and service features.
• Works closely with employees and customers to answer questions and resolve issues. Responsible for resolving complex system issues escalated for our Retail, Small Business, and Commercial platforms.
• Ensures compliance with the Federal Reserve Bank’s Fedline Assurance Certification. Works closely with Fedline users, the Information Security Officer and Internal Audit.
• Completes required training associated with job function.
• Performs other duties as assigned.

• Bachelor’s degree…