Digital Services Manager

Legal Entity: Honda Federal Credit Union

Business Unit: Honda Federal Credit Union

Department: Digital Services

Division: 1CU

Work Location: Honda Federal Credit Union - Marysville, OH State Route 739 Location

Shift: 1st

Workstyle: Remote Eligible up to 20%

Career Level: 5

Job Grade: Exempt-4

The Digital Services Manager (DSM) oversees the digital banking strategy for Honda Federal Credit Union (HFCU), which encompasses online and mobile offerings to the benefit of HFCU members. The DSM is directly responsible for the overall performance of digital banking initiatives ranging from new product development, establishing digital banking key performance indicators, improving the member’s online banking experience, aligning the strategic direction of the Digital Services department with HFCU’s strategic objectives, securing the digital banking environment as well as performing complex data structuring and analysis.

As a department manager, the DSM establishes operational digital banking standards and determines the priorities of the digital banking project pipeline. This position sets the policies and procedures for digital banking activities, ensures adherence to state and federal regulations, and identifies best practices to identify and mitigate risk associated with HFCU’s digital banking environment.

• Develops and meets Digital Service department goals, budget and objectives as outlined in HFCU’s annual strategic plan. Budget development and achievement requires an understanding of financial trends which impact digital banking strategies, member experience, and production objectives. Regularly reports variances and explanations for the variances to HFCU’s Senior Management Team.
• Actively participates in project implementation, including attending project team meetings, managing assigned projects and completing project deliverables. Identifies and creates strategic project initiatives to meet the changing technological landscape related to digital banking, artificial intelligence, and portfolio analytics. Creates new member-facing products or modifies current products to enhance HFCU value-added offerings.
• Ensures compliance with all applicable laws, regulations, and best practices related to digital banking by developing internal policies and procedures. Keeps informed of changes in economic or market conditions that might impact the regulatory environment. Reviews and interprets regulatory changes and administers solutions or strategies to address laws impacting the digital banking environment.
• Build and leverage relationships with external Business Partners and cross-functional stakeholders to both gain understanding of business objectives/obstacles and to facilitate execution of strategic direction. Manage related Digital Services Business Partner recommendations, selection & assist with controlling costs.
• Provides coaching, leadership and guidance to direct reports to maximize efficiency and effectiveness. Talks with and listens to Associates and members, answers questions, addresses complaints, and resolves situations while using good judgment and instilling good will. Identifies goals and evaluates progress of Digital Services staff.
• Manage the members digital interactions through Digital Banking and related mobile app review/ratings along with applicable member surveys and adjust the roadmap based on related analysis and actionable data.

• Bachelor’s degree in business, finance, information technology or a related field required.
• MBA or equivalent work experience is preferred.
• 5 or more years of experience in a financial institution in a digital banking, information technology, information security, or an operations environment.
• 3 or more years of leadership experience in a financial institution or a technological organization.
• 2 years of experience in business partner & vendor management ensuring products/services align with performance service level agreements, business goals and contractual commitments.
• 2 years of experience around fintech/SaaS/cloud services, IT network architecture, credit union business operations & related…