Digital Services Support Manager

The Digital Services Support Manager oversees the delivery and management of digital and cash services, ensuring seamless operations and optimal customer experience.   

Manages the Digital Services support team, providing guidance and training as needed.  Sets performance goals, conducts evaluations, and addresses any performance issues. This position is responsible for monitoring and analyzing the Digital Services department performance metrics to identify trends, opportunities, and areas for improvement.  Oversees the addition of new business and personal account registrations, including managing both the initiation and in-process statuses.  Monitors and manages the ATM/ITM cash flow to ensure optimal liquidity levels and minimize operational risks.  Ensures the efficient functioning of the Digital Services department, including online banking support and ATM/ITM Fleet operations.  Oversees the balancing of ATMs, and switch accounts.  Investigates and resolves discrepancies in debit card transactions records and reporting.  Assists account officers in establishing Treasury Management solutions for business customers.  Provides on-site support for complex customer set-ups, as needed.  This position is also responsible for implementing and maintaining effective operational controls to ensure compliance with bank procedures.  Develops and implements policies and procedures to ensure compliance with internal controls and regulatory requirements. This role combines expertise in digital support with treasury management skills, and involves handling daily operations, balancing, and all G/L reconciliations. 

• Bachelor’s Degree in Finance, Business Administration, or a related field and five (5) years of experience in online banking and/or treasury management; or equivalent combination of education and experience.
• Proven experience in digital services support, cash management, treasury management, and branch operations.
• Strong knowledge of financial regulations, cash handling procedures, and reconciliation processes.
• Supervisory and leadership experience is required.
• Strong knowledge and understanding of bank core operating systems.
• Excellent analytical, organizational, and problem-solving skills.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.