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Sr. Digital Operations Manager

Company: The Harbor Bank Of Maryland
Location: Baltimore
Posted on: January 16, 2022

Job Description:

Senior Digital Operations Manager
The Senior Digital Operations Manager will contribute to The Harbor Bank of Marylands continued growth by leading the Digital Banking Operations area. This position will utilize expertise and passion for innovation and automation to make a substantial and tangible impact to external and internal customers. The Senior Digital Operations Manager will understand The Harbor Bank of Marylands strategic and competitive position and the broader financial services, Minority Depository Institution (MDI) and technology industries and support products that drive the business forward, balancing both short- and long-term goals.
Responsibilities:* The ideal candidate will have a deep understanding of banking products and services, knowledge of digital payments [Bill Pay, Internal and external transfers, Invoicing, Card payments and Mortgage payments] and will be intentionally proactive in their approach, with an ability to own and effectively manage multiple competing priorities simultaneously with limited direction and oversight* You will own a portfolio of partners and serve as their dedicated point of contact for all business needs* Document and maintain workflows, processes, and procedures, coordinating with Risk to ensure proper procedures for control points * Serve as a subject matter expert across a number of topics including: Payments, Digital and Online Banking, ACH Processing, and Card Operations (including disputes, chargebacks and fraud monitoring)* Manage and coach a growing team of banking operations and disputes professionals* Monitor Voice of the Customer and suggest product or process improvements and work closely with Contact Center team to obtain customer feedback* Participate in Product Strategy and Roadmap development* Monitor automated processes for digital banking to ensure efficiencies and accuracy of automation and coordinate the adjustment of those automated processes as needed * Communicate, prioritize, and manage open tickets to resolution, ensuring partners and vendors meet Service Level Agreements (SLA's)* Ensure department operations are aligned with organizational standards * Understand and ensure processes and procedures comply with all applicable federal and state laws and banking regulations * Review existing operations and technology and deliver continuous improvement.* Provide hands-on support during analysis, design, development, testing, implementation, and post implementation phases* Measure and review data on product changes and performance to deliver exceptional service to internal and external customers
Qualifications:* College degree required; Graduate degree or relevant certifications a + * Must have 5+ years of prior experience working for a FinTech, Payments, Banking, Financial Services, or SaaS Company.* Minimum of 2+ years of exposure to product management, operations & planning, or project/change management. * Experience with payment and banking operations including: Automated Clearing House (ACH), card disputes & investigations, fraud management, consumer complaints, account closures, reconciliation, reporting, policy and procedures management and other Banking Operations functions* Ability to be well organized, team-player, motivated and flexible with working hours * Able to articulate and simplify complex concepts to internal and external parties. * Experience using CRM tools such as Salesforce* Outstanding oral and written communication skills * Ability to multi-task and be detail oriented * Demonstrated ability and desire to thrive in an evolving and fast-paced work environment * Proven ability to lead people and get positive results through others, requiring in-depth experience of collaborating between staff and customers for best results * Strong interpersonal skills, excellent communication skills, the ability to work effectively and build relationships both internally and externally. * Strong sense of ownership and accountability for work. Self-motivated and autonomous* * Effective planning and organizing skills to deliver workload in timely manner * Position is not eligible to work remotely remoteEOEby Jobble

Keywords: The Harbor Bank Of Maryland, Baltimore , Sr. Digital Operations Manager, Executive , Baltimore, Maryland

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