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First Mid · 2 weeks ago

Digital Solutions Manager

Beloit, WI

Full-time

Onsite

Senior Level

5+ years exp

First Mid is a financial institution seeking a Digital Solutions Manager to oversee the Digital Solutions team responsible for managing the bank's digital platforms. The role involves optimizing digital channels, ensuring compliance with regulatory standards, and enhancing customer satisfaction through collaboration with various departments.

BankingFinanceFinancial ServicesInsurancePersonal FinanceWealth Management

Hiring Manager

Jennifer Vahling-Wendt, PHR, SHRM-CP

Responsibilities

Lead and manage digital banking solutions for retail and commercial banking clients, focusing on functionality, performance, and user experience

Collaborate with cross-functional teams to enhance digital product offerings and implement process improvements

Lead the management and optimization of digital banking channels (e.g., online banking, mobile banking, and payments platforms) to ensure seamless, reliable, and secure experiences for both retail and commercial clients

Identify and prioritize new features and functionalities based on customer needs, business objectives, and emerging trends. Coordinate with leadership and project management teams to implement enhancements while maintaining system stability and security

Oversee the performance of digital platforms, using analytics tools to monitor uptime, transaction volumes, and response times, and troubleshoot or escalate issues as needed. Ensure proper communication is executed when issues arise within the Digital Platforms during business and non-business hours

Translate business objectives into measurable KPIs for the platform team. Track, analyze, and report on digital performance metrics across all active solutions. Regularly assess progress against KPIs and implement corrective actions when targets are at risk

Manage relationships with third-party vendors for platform solutions, ensuring service-level agreements (SLAs) are met, and coordinating any system updates or new integrations

Work closely with compliance and IT security teams to ensure digital channels adhere to regulatory requirements, including user authentication, data privacy, and transaction monitoring standards

Supervise, support and coach team members to ensure quality standards and excellent service levels are maintained. Provides daily operational assistance and oversight for the team. Manages and assigns tasks to the Digital Solutions team

Monitors schedules, assigns tasks, reviews job performance, and makes authoritative recommendations regarding hiring, discipline, promotion, or termination of staff

Manages regulatory compliance for treasury products – includes but is not limited to: Monitors federal and state regulations affecting deposits & electronic products. Performs research, analyzes issues, evaluates alternatives resolving complex issues, implements and communicates new and/or revised policies and procedures

Performs internal departmental audits when necessary, identifying and resolving any issues and ensuring compliance with regulations is maintained on an ongoing basis

Acts as liaison to Audit personnel and OCC personnel for deposit/electronic compliance

Maintains a thorough knowledge of all Digital systems, providing guidance to the staff on utilization, issues, and updates

Researches, develops, and implements new policies, procedures, and programs which will enhance the Bank’s profitability and service features

Works closely with employees and customers to answer questions and resolve issues. Responsible for resolving complex system issues escalated for our Retail, Small Business, and Commercial platforms

Ensures compliance with the Federal Reserve Bank’s Fedline Assurance Certification. Works closely with Fedline users, the Information Security Officer and Internal Audit

Completes required training associated with job function

Performs other duties as assigned

Qualification

Digital banking solutionsRegulatory compliancePerformance analyticsSecurity protocolsTraining developmentCommunication skills

Required

5+ years banking operations experience

Familiarity with security protocols, regulatory requirements, and compliance standards in digital banking (e.g., NACHA rules for ACH, FFIEC guidelines)

Ability to develop and deliver effective training for employees and create customer education materials that support a smooth transition to new digital solutions

Strong written and verbal communication skills to effectively inform stakeholders and customers about changes, enhancements, and updates to digital platforms