Digital Solutions Manager

SVP, Director of Human Resources and Training

The Digital Solutions Manager at First Mid is responsible for managing the Digital Solutions team that performs the day-to-day operations of the bank’s digital platforms and offerings.

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.

Responsibilities include, but are not limited to:

• 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 prioritize 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 elevate 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, analyze, 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. Provide daily operational assistance and oversight for the team.
• Recruit, hire, train, evaluate, and manage the performance of the Digital Solutions team.
• Manage regulatory compliance for treasury products – including monitoring federal and state regulations affecting deposits & electronic products, performing research, analyzing issues, evaluating alternatives, implementing and communicating new or revised policies and procedures, conducting internal audits when necessary, acting as liaison to Audit and OCC personnel, and ensuring compliance with the Federal Reserve Bank’s Fedline Assurance Certification.
• Maintain a thorough knowledge of all Digital systems, providing guidance to staff on usage, issues, and updates.
• Research, develop, and implement new policies, procedures, and programs to enhance the bank’s profitability and service features.
• Work closely with employees and customers to answer questions and resolve issues. Resolve complex system issues escalated for our Retail, Small Business, and Commercial platforms.
• Complete required training associated with the job function.
• Perform other duties as assigned.
• Monitors federal and state regulations affecting deposits & electronic products, performs research, analyses issues, evaluates alternatives, resolves 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…