VP, Digital Services

*Amazing Opportunity with Bay Federal Credit Union* VP, Digital Services Capitola, CA Position Summary The VP of Digital Services reports to the SVP, Chief Experience Officer and serves on the senior leadership team. This strategic role serves as the organization's subject matter expert on digital systems and delivery and leverages that expertise to drive the critical evolution of Bay Federal's digital services. Also responsible for planning and coordinating the digital member experience across systems and delivery channels. These systems include online/mobile banking as well as related services like payments, money movement, personal finance management, online application systems, and more. Channels for delivery include but are not limited to digital banking, chat, email, and video. This role is responsible for measuring/improving member experience and ensures digital processes work to support strategic goals.

1. Oversees delivery of services through all current digital channels like online/mobile banking and also plans for new delivery channels like AI supported chat and video. Ensures processes are effective and systems deliver service experience which support strategic goals.
2. Serves as the organization's subject matter expert on digital systems and emerging digital banking trends and uses that expertise to drive the strategic evolution of the credit union's digital services, including making recommendations to executive leadership on new systems and channels to deploy to meet the strategic goals of the organization. Leads projects associated with subject platforms.
3. Possesses strong, hands-on technical knowledge of how digital systems function and are experienced by end users and uses that knowledge to take direct action in implementing changes and configurations that improve that experience.
4. Develops and maintains a rolling roadmap of digital service improvements, prioritizing initiatives based on member impact, strategic goals, and emerging technology, and updating the roadmap on an ongoing basis as priorities and capabilities evolve.
5. Ensures clear, proactive communication of digital service improvements and changes, both internally to staff and stakeholders and externally to members, partnering with Training, Marketing, and Communications teams as needed.
6. Through work with staff and direct action, ensures digital systems like online and mobile banking meet member needs. Works with vendors and other partners to bring forward new features which enhance the digital experience.
7. Works collaboratively and proactively with branch, operations, and other cross-functional teams to advance channel parity between digital and in-branch services. Identifies transactions and services that currently require a branch visit or staff intervention, and continually implements digital enhancements that enable members to complete them through their channel of choice while simplifying processes for staff.
8. Works to grow profitability of members who primarily use digital systems through offering of products and services through digital delivery.
9. Creates reporting which helps the organization understand how members are experiencing and using digital systems and where there could be improvements.
10. Partners with stakeholders in the organization like Technology and Marketing to ensure digital systems have modern user interface/experience and fit within the overall brand of Bay Federal.
11. Advocates for adoption of digital systems by staff and members, partnering with other stakeholders like the Training and Communications teams.
12. Partners with Risk Management, Information Security, and Compliance to ensure digital services are delivered securely and in accordance with applicable laws and regulations, including support for fraud prevention, vendor due diligence, and the protection of member data.
13. Develops, maintains, and monitors policy and procedures around digital services support.
14. Manages and maintains relationships with vendors that serve the department, including participation in vendor evaluation, contract negotiation, and ongoing performance monitoring. Provides detailed information and feedback for creating gap analyses when replacement platforms are being considered.
15. Promotes and maintains a positive image of Bay Federal at all times to all personnel, members, volunteers, vendors and the community.
16. Promotes teamwork and positive communication and support of staff especially as it pertains to use of systems. Works in a collaborative manner towards a shared goal, and standards for excellent member service are achieved.

Supervisory Responsibilities 1.Establishes the scope of authority and responsibility for direct reports. 2.Periodically meets with direct reports to establish individual and team performance goals, review, coach, and monitor performance against goals, discuss significant operations issues, and review staff training and development requirements. Establishes goals and measures to track the department's success. 3.Maintains effective communication with all management staff to ensure coordination and exchange of information for accomplishing Credit Union goals. Gathers and disseminates information to all areas/departments regarding policy and procedure changes and other important issues involving assigned areas. 4.Analyzes the department's workflow and continuously recommends changes to improve efficiency and reduce potential losses. Recommends and monitors annual budgets to maximize cost-effective operations for the department. 5.Coordinates the hiring, orientation, and training of new staff. 6.Researches and responds promptly to concerns raised by internal and external Bay Federal auditors and regulatory agencies. 7.Conducts performance evaluations of direct reports and approves performance evaluations of indirect reports. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Language Skills: Ability to read, analyze, prepare and interpret financial documents. Ability to read and interpret documents such as Policy and Procedure documents, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write specialized reports and correspondence; demonstrate strong report writing and communication skills. Ability to speak effectively before groups, members, and employees. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Ability to draw and interpret bar graphs as well as analyze data. Physical Skills: While performing the duties of this job, the employee is regularly required to stand, talk or hear. The employee frequently is required to walk; sit; use hands and reach with hands and arms. Must have the manual dexterity to skillfully operate a computer keyboard and other standard office equipment, such as facsimile and telephone. Corrected vision in normal range. Education and/or Experience: Bachelors of Arts or Sciences (B.A. or B.S.) in Business Administration required. Demonstrated deep, hands-on expertise with digital banking systems and platforms (e.g., online/mobile banking, online application systems) sufficient to directly evaluate, configure, and implement change is required. 6+ years experience working in banking, credit unions or a related field is required. 5+ years of leadership experience, including management of managers and/or supervisors, is required. Experience using member or customer experience data, such as adoption, engagement, and satisfaction metrics, to inform decisions is preferred. Demonstrated experience leading process improvement or digital transformation initiatives across functional teams is preferred. Demonstrated ability to use a PC and Microsoft Office software to perform work tasks. #J-18808-Ljbffr Saltee Co ^ Talent