VP, Digital Banking Operations & Support Manager

Job Type: Full Time
Location: Malvern, PA
Department: Information Technology

Job Description

Position Summary:

Responsible for performing various duties to support the Deposit Operations Department; coordinating work within the department, as well as with other departments; complying with operating policies and procedures established for this position.  Reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.  The position will lead Digital Banking team which will manage Online Banking, Mobile Banking, Bill Pay, Online Account Opening, Remote Deposit Capture, Electronic Statements and Positive Pay.  Drive self-service customer experience as well as process improvements within the department.

Qualifications Required:
  • Bachelor’s degree in Finance, Business, IT or related field; or equivalent work experience
  • 5+ years Digital Banking Application experience (configuring, testing and supporting customers)
  • Digital banking system conversions experience is a plus
  • 2+ year project management experience
  • Ability to work in a team environment
  • Strong computer skills (MS Office Suite (Word, Excel, Access), MS Visio and MS Project)
  • High degree of attention to detail and ability to multitask
  • Superior customer service skills and attitude
  • Ability to analyze a situation and choose the appropriate course of action in order to resolve issues
  • Valid Driver’s License
Essential functions and responsibilities:
  • Responsible for performing operational support of Meridian’s digital services including but not limited to: Online Banking, Mobile Banking, Bill Pay, Online Account Opening, Remote Deposit Capture, Positive Pay, Lease Security; provides a full range of professional, technical and general support to customers and bank personnel
  • Responsible for the effective administration of key applications including technical support, change management, test plans, documentation and end-user training
  • Trains and assists branch, sales, and internal staff members regarding digital services, department policies, procedures and new enhanced products and services
  • Creates and maintains ongoing Digital KPIs
  • Determine, implement, and evaluate business metrics to measure success and ensure ongoing organizational or customer information needs are met
  • Stays current on industry trends in digital banking
  • Responsible for designing, building and supporting processes and workflows in order to increase organizational efficiency
  • Assist and configure other branch/deposit applications such as Jack Henry Streamline, Silverlake Teller, 4 Sight and others
  • Leads and/or supports department projects pertaining to position
  • Communicates to customers new and enhances products and services
  • Creates customer setups and maintenance
  • Prepares contracts and maintains customer files
  • Prepares monthly board reports when required
  • Accompanies sales staff in the absence of Treasury Sales area
  • Provides customer support via phone, email and onsite visits
  • Serves on committees as required
  • Monitors product usage and systems operations including identifying areas to reduce cost
  • Maintains manuals and ensures compliance related to digital services
  • Coordinates and supports audits and examinations pertaining to position
  • Coordinates specific work tasks with other employees within the department as well as with other departments in order to ensure the smooth and efficient flow of information
  • Demonstrates and promotes Meridian Bank’s Core Values: Our Partners, Our People, Our Bank and Our Communities
  • Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place
  • Communicates with management and coworkers in order to integrate goals and activities
  • Directly supervises assigned employees including assisting in the selection of new employees as appropriate, training employees and reviews performance throughout their introductory period and on an annual basis
  • Organizes, schedules, and distributes work among assigned employees
  • Informs assigned employees of pertinent policies and procedures
  • Creates an environment in which upward communication from employees is encouraged
  • Other duties as assigned
Success factors/job competencies:
  • Organizational and time management skills
  • Ability to work with little or no supervision
  • Excellent interpersonal and communication skills
  • Timely and regular attendance
  • Excellent analytical and decision making skills
  • Completes work in a timely manner
  • Actively seeks coaching
  • Project Management skills
Application Access:
  • Jack Henry & Associates – Silverlake, NetTeller, GoDough, iPay, RDC, ESi, PosPay, Synergy


Physical demands, work environment, and location:
  • Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the necessary functions. This is a largely sedentary role, requiring the use of typical office equipment such as a computer, laptop and cell phone. Most work is completed in an office environment.
  • Work environment: The noise level in this environment is minimal
  • Location: Various Meridian Bank locations as assigned including but not limited to the following job-related travel requirements:  Customer/Client locations, work events, charity events, loan closings and site visits, etc.

Equal Opportunity Statement

  • Meridian Bank is an Equal Opportunity Employer

Performance standards:

  • Annual review
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