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Consumer Digital Operations Manager

Expired Job

South State Bank Columbia , SC 29209

Posted 5 months ago

The Consumer Digital Operations Manager will be responsible for the day-to-day operations of Consumer Digital Banking including processes, support, service and reporting. This position will also manage the Online Account Opening channel, a new initiative for our company to drive sales and attract customers.

DUTIES/RESPONSIBILITIES:

  • Implement operational expertise to support all digital platforms and channels

  • Be proficient in digital processes and systems including Online, Mobile, Payments and ATMs

  • Develop and implement process improvement strategies to help all digital teams work more efficiently including testing plan and service efforts

  • Manage the bank's Online Account Opening channel including:

  • Following all processes and procedures related to products, reviews, approvals and declines

  • Manage support for the Online Account Opening channel

o Analysis of application process to improve completions, service time, reduce abandonments

o Partner with cross functional teams on key initiatives directly impacting customer experience and/or tools to enhance efficiency and productivity of online account process

o Recommend procedure/policy changes needed to avoid/reduce future new account issues

o Serve as point of contact for branch and call center support for digital services

o Maintain partnerships with various lines of business that support and serve digital customers

  • Manage and track incoming customer complaints and feedback for enhancement and improvement opportunities

  • Robust reporting of consumer digital channels to track and trend activity, usage and results

  • Maintain vendor relationships with key partners to include regular meetings, support cases, budget and service expectations

  • Navigate multiple systems to professionally perform service tasks with a high degree of accuracy

  • Maintain thorough knowledge of all bank products and services including pricing, bank policies and government regulations

  • Tackle multiple projects, aggressive deadlines, competing priorities and a broad stakeholder audience

  • Perform all job functions in the delivery of efficient, accurate and professional service that defines great customer experience

  • Day-to-Day troubleshooting, research and implementation of new enhancements and upgrades

COMPETENCIES:

  • 4 year degree preferred but not required; Management experience required

  • Minimum 3-5 years previous experience in banking, with Retail Operations and/or new account processes preferred

  • Understanding of online banking products including payments, ATM and core digital online banking functions required

  • Broad knowledge of banking operations including products, services and compliance

  • Excellent communication skills both written and verbal

  • Project Management skills

  • Critical and strategic thinking

  • Ability to multi-task and meet designated deadlines

  • Strong organization skills

  • Knowledge:
    Strong computer literacy and proficient in Excel, Word, PowerPoint, Microsoft Outlook as a minimum.

LEADERSHIP EXPERIENCE AND SKILLS A MUST

  • Notice: South State Bank is an equal employment opportunity employer and is committed to providing employment opportunities to protected groups including veterans and disabled individuals. Please view the Equal Employment Opportunity Postershere and Pay Transparency Policy here.

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Consumer Digital Operations Manager

Expired Job

South State Bank