The manner in which customers interact with the bank is quickly evolving to include a wide array of contact points such as branch delivery, telephone banking, electronic payments, digital banking and new emerging technologies. To ensure that WesBanco effectively serves those needs, heavy emphasis is placed on the proper alignment of all delivery channels to create one WesBanco experience.
WesBanco has an excellent opportunity for a Director of Bank Delivery Channels. The individual should have experience in digital banking, payments, bank operations and customer service.
The Director of Bank Delivery Channels will be responsible for the overall direction, strategy and performance of the bank's delivery channels including digital banking, electronic payments, ATM/ ITM (Interactive Teller Machines) banking and the contact center. Furthermore, the Director of Bank Delivery Channels will be responsible for aligning the delivery channels with traditional banking channels across multiple lines of business. The Director will be responsible for developing and executing the delivery channels roadmap by leveraging the department's product management team as well as collaborating with various departments within the bank including retail, treasury management, commercial banking, marketing and operations.
Researching and staying aware of industry trends will be critical to the success of the individual as a way to identify emerging opportunities. Effectively communicating the bank's delivery channels strategy to audiences including senior management, other departments, branch network, customers and vendors is a critical component of the position.
CUSTOMER SERVICE SKILLS:
Willingness to provide a level of service which will clearly differentiate us from our competitors.
Willingness to respond to emergencies.
Willingness to work additional hours if needed.
Ability to work independently.
Ability to identify and implement customer self-service opportunities.
Ability to interact with outside customers when needed.
Ability to provide superior service to internal departments.
Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers.
Ability to work under pressure.
Ability to be collaborative with co-workers and employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Direct responsibility for the overall direction, strategy and performance of the bank's primary delivery channels including digital banking, debit card program, ATM/ITM network and call center.
Ensures our digital offerings include the identification and analysis of loss exposures, development of appropriate risk control and risk programs for the exposures identified, along with implementation, management, and monitoring of those activities.
Indirect responsibility and influence for branch delivery as well as alignment of delivery channels to the overall physical retail delivery strategy to meet the shift to digital customer preferences.
Develops, maintains and executes the delivery channel strategy in accordance to the bank's overall corporate objectives.
Responsible for maintaining a deep understanding of digital banking services including online and mobile banking, person--to-person and business-to-business services, debit card services, electronic payments and self-service channels.
Maintains an on-going awareness of industry trends and customer behavior in an effort to ensure that the bank's current and future offerings are relevant and competitive.
Collaborates with other areas of the bank including retail, Treasury Management, Commercial Banking, IT and marketing to execute upon the bank's digital and delivery strategy.
Leads the bank Delivery and Digital Channels committee to ensure proper alignment across all line of business within the bank including traditional banking, lending, and wealth management.
Create an atmosphere conducive to excellent customer service.
Ensuring collaboration among the department's Product Managers to prioritize resources based on the roadmap and corporate business plan.
Respond to and resolve complex customer and internal issues.
Performs other duties & responsibilities as required or assigned by supervisor.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Proficient knowledge of Microsoft Office products, including Word and Excel.
Excellent presentation skills and the development of related materials.
Strong organizational and prioritizing skills.
Strong time management skills.
Ability to handle a variety of projects simultaneously.
Ability to work with concepts and work independently.
Ability to be adaptable and flexible while responding to deadlines on assignments and workflow fluctuations.
Team player with a positive outlook.
Demonstrated ability to effectively interact across all levels of the organization, including senior management, the branch network, other departments and vendors.
Strong analytical skills that cross customer service, operational efficiency and business impact to recommend the product sets which match the bank's business plan objectives.
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.