Digital Banking Manager - City National Bank of Florida

The Digital Banking Manager provides decisive and strategic leadership to the digital banking department, overseeing all aspects of retail online/mobile banking, debit cards, transaction dispute resolution, ATM management, and ACH management. This role is critical in driving the development, implementation, enhancement, and support of the Bank's digital banking platforms, products, and services. The manager is fully accountable for the entire life cycle of these platforms and products, ensuring they align seamlessly with the Bank's strategic goals. Equally important is the manager's role in ensuring the smooth operation of the Bank's online/mobile retail platform, debit cards, transaction disputes, ATM management, ACH management, and related services, which directly impacts customer satisfaction.

This position demands the exercise of significant discretion and independent judgment within the individual's authority on matters of critical importance to the Bank.

Has a sense of urgency and works as a team in providing “Best in Class Client Experience”. This position requires the exercise of discretion and independent judgment, within the scope of the individual’s authority, with respect to matters of significance to the Bank.

Principal Duties & Responsibilities:

• Provides full client support (internal/external) for all issues/products under the responsibility of the Digital Banking department. Department has a set of primary duties that need to be completed within established SLA’s while adhering to policies and procedures.
• Assists in executing the Bank’s business plans and requirements, including the development of technical specifications for debit cards, transaction disputing, ATMs, retail online/mobile products and services.
• Develops, implements, enhances, and supports the Bank’s retail digital products, services, and platforms from conceptual stages through research, development, training, performance tracking, and the entire product life cycle in support of the Bank’s strategic goals and objectives.
• Responsible for administrating the bank's online retail/mobile platforms and related products and services under the department's scope.
• Performs direct supervisory duties of department staff and coordinates staff for coverage in all related areas.
• Oversees the daily operations of all Digital Banking department functions; takes ownership and ensures timely response and resolution of clients and Bank personnel issues; ensures activities run smoothly and efficiently; and maintains knowledge of internal resources to mitigate disruption of service to clients.
• Develops and maintains appropriate escalation procedures and contingency plans; communicates recurring or serious issues to Senior Management; and recommends temporary work around and viable solutions to improve customer service and response.
• Evaluate existing department products, processes, services, and platforms for enhancements due to business goals, competitive pressures, and revenue opportunities, and identify opportunities for revenue enhancements, tracking profitability, and managing changes to digital channels.
• Periodically assesses the overall security risks associated with the Digital Banking department to determine specific present and foreseeable physical and logical security risks and access to hardware, software, and other critical information; and
• Takes into consideration the specific needs and requirements of the Bank’s funds transfer operation.
• Studies and evaluates the impact of applicable regulatory changes, conducts risk assessments, and incorporates Bank initiatives and customer needs analysis on new and/or enhanced products and services.
• Leads or assists in projects, including developing project plans, presentations, development of training material, communications and other information related to product launch.
• Collaborates with groups and individuals within the Bank to gather and define business requirements; partners with technical teams to evaluate and influence solutions; champions and participates in user acceptance testing; and brings new enhancements and products to technical readiness.
• Oversees, reviews and finalizes all department products/services, profitability and performance reports provided to Senior Management.
• Provides mentorship to Digital Banking Supervisor.
• Plays a positive role in the development and growth of assigned department staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly cross trained staff.
• Tracks, plans, and implements enhancements for the services/platform within the department’s scope; responsible for analyzing systems and system hardware or software updates and related patch management directives; and coordinates implementation efforts with the applicable internal CNB departments.
• Participates as a member of the Bank’s incident response team in the event of a technology emergency or breach in confidential information.
• Assures audit compliance and procedure quality control and recommends and initiates corrective actions, and ensures compliance with established Bank policies, procedures and all applicable laws, rules and regulations.
• Implements effective processes for information technology risk management related to the Bank’s online/wire, electronic products and services, including those that relate to cybersecurity.
• Maintains an advanced knowledge of financial industry status and trends, including maintaining awareness of new trends and developments of digital products and services in the market.
• Responds to inquiries or refers inquiries to the appropriate department or person.
• Consistently applies superior decision-making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
• Assumes responsibility for special projects; gathers data and prepares reports for Senior Management, audits and other personnel.
• Processes, solves and answers complex customer transactions, problems or inquiries.
• Answers telephones, answers questions and directs callers to proper Bank personnel.
• Maintain current knowledge of all federal and state laws and regulations, along with the Company’s policies and procedures
  

Supervisory Duties & Responsabilities: 

• Provides timely feedback to employees (check-ins, reports, annual evaluations, coaching, and disciplinary action).
• Development of high potential employees, identifying, providing growth opportunities with training, meeting inclusion, shadowing, etc, in conjunction with the Center for Professional and Organizational Development.
• Ensuring assignment and accomplishment of goals holding employees accountable, measuring results cross training, and eliciting innovation and process improvement.
• Maintaining employee motivation engagement & recognition.
• Inspiring employee commitment and integrity, modeling-cultural values and positive behaviors.
• Managing over-time control in a timely manner, within the requirements of FLSA standards.
• Ensuring, regulatory excellence in all aspects of employee responsibilities by monitoring regulatory expectation specific to each report and holding employees accountable to their specific regulatory responsibilities.

• 8-10 years of related experience and/or training; or the equivalent combination of education and experience.
• 8-10 years of experience in Online Banking/Electronic Banking, ACH, Debit Card, or related experience in the Financial Service Industry.
• 5-7 years of management/supervisory experience in a customer service/administrative environment, preferably in a bank environment.
• Advanced understanding of product development concepts and product lifecycle, agile development processes, and must be comfortable with understanding the technical architecture of complex and highly scalable solutions.
• Demonstrated ability to explain all online and mobile electronic banking products and services with confidence and authority, including an advanced skillset to accurately define detailed product and service requirements with technical detail..
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Thorough understanding of management procedures; ability to plan Bank activities (setting objectives, developing strategies, and developing policies and procedures); initiative to organize various functions necessary to accomplish Bank activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
• Proficient in Microsoft Word and Excel.
• Ability to work with no supervision while performing duties.

• Bachelor's Degree in Business Administration or related field. 

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP  here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.