ATM Network Manager
Tracking Code
216910-030
Job Description
Michigan First Credit Union is a state of the art, progressive company located in Lathrup Village, Michigan with branch locations throughout Southeastern Michigan and Grand Rapids. We have 250+ team members and are growing! We focus on serving our valued members and being the best and most highly regarded financial institution in the industry.
Awards
Michigan First Credit Union has been the proud recipient of:
* 2015 Best Credit Unions to Work For
* 2014 Best Credit Unions to Work For
* 2014 the Detroit Free Press Top Work Places
* 2014 Metro Detroit Best & Brightest
* 2014 Cool Places to Work in Michigan
About Us
* 95,000+ members, operating from nine branches in Metro Detroit and three branches in Grand Rapids
* Member Services Call Center 24/7/365
* Assets of more than 740 million dollars
* On-site gym and Game Room at the Evergreen location
We are currently seeking a Manager of Digital Member Experience to join us. The person in this position will report to the Chief Information Officer.
JOB SUMMARY:
The Manager of Digital Member Experience will be Member focused and will represent business, technology and member needs to identify opportunities to improve and enhance the effectiveness of the digital channels, driving operational resolutions whilst defining and delivering a portfolio of initiatives for the ongoing development and optimization of our multi-channel proposition. They will focus on delivering and maintaining an excellent member experience via multi-channel touch points across the credit union, primarily focused on the ATM/Card, Online Banking, Mobile Banking, Audio Teller systems and other future digital channels along with optimization of existing capability on all channels, competitor analysis, business process change management, facilitation of workshops, specifying requirements for introduction of new functionality and being an expert in key disciplines such as data management, usability and accessibility.
KEY JOB RESPONSIBILITIES:
Digital Systems Product Management
* Optimizing existing functionality to improve user journeys, making calls to action both prominent and relevant, and removing all impediments to successfully improving member experience.
* Identify and exploit opportunities to develop all channels to enhance revenue, reduce costs, optimize conversion or improve member experience.
* Define anticipated time, budget and scope working with IT and third party business suppliers for inclusion in business case or rationale.
* Keep abreast of industry trends, to ensure the channel stays ahead of the competition, and research topics thoroughly to ensure Michigan First is innovating in line with its brand values.
ATM/Card Services
* Assists staff as needed to perform all duties related to ATM/Debit card activities to ensure efficient service to members and team members at all levels.
* Demonstrates continues Improvement: Service Quality, Monitoring, Process efficiencies.
* Keeping abreast of industries technological solutions, strategically positioning Michigan First to take advantage.
* Ensures the Code of Conduct, Core Values, Isms and other aspects of the culture are upheld and encouraged by all team members within the team. Be an advocate of the Michigan First culture, supporting diversity, philosophy and other Credit Union initiatives. Fosters a positive image of Michigan First via professional representation in all contacts and complies with all of Michigan First’s mission and vision goals. Reflects the Michigan First Way in daily job performance.
* Directly supervises team members in the ATM/Card Services team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities may include interviewing and making hiring recommendations; training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
* Manages multiple vendor relationships, product enhancements and new product releases, ensuring products and services are functioning with maximum efficiency.
* Ensure compliance with all regulatory requirements.
* Ensures that credit union procedures and job tools related to ATM/Debit services are updated regularly and made available as a resource and reference for team members.
CORE COMPETENCIES:
* Challenges the status quo and champions new initiatives; acts as a catalyst of change and stimulates others to change; paves the way for needed changes and improvements; manages implementation effectively; demonstrates the emotional strength to manage the anxiety of change; learns from mistakes and successes; uses the inputs and ideas of others as stimuli for change. Focuses on the “possibilities" rather than the "obstacles" to success.
* Seeks advice from anyone in the Credit Union; openly operates across lines of business to accomplish organization objectives, especially going to any level that is appropriate to solve or address issues; is cross-functional, and values team success greater than individual success. Creates an open atmosphere; is non-controlling, trustworthy, empathetic;, and encourages, supports and accepts the boundary less behavior of their staff; assumes that others are well-intentioned; views the company as an entire team rather than as individual lines of business and cares more about the organization’s success than individual success.
* Believes in the power and synergistic value of teams; equates personal success with team success; focuses on team accomplishment and recognition rather than personal recognition. Remains optimistic and enthusiastic toward work and others, despite obstacles and setbacks.
* Is committed to total client satisfaction; thinks things through from the client’s perspective; regularly seeks client feedback and adjusts actions to provide continuous improvement and value to the client; is immediately responsive to client concerns; is a trusted advisor to clients and earns client loyalty by providing products/services to meet the client’s needs
* Believes in doing things right the first time; has strong commitment to completeness and accuracy of work; has high work standards and holds self-accountable for meeting the performance expectations of customers and clients, and performing at the highest level; is committed to continuous performance improvement
KNOWLEDGE, SKILLS & ABILITIES:
* Ability to read, analyze, and interpret common scientific and technical journals, financial reports and information, and appropriate legal documents.
* Ability to respond to common inquiries or complaints from leadership or members, regulatory agencies, or members of the business community.
* Ability to write reports, speeches or articles for publication that conform to prescribed style and format.
* Ability to effectively present information to top management, public groups, and/or boards of directors.
* Ability to read and interpret documents produced by the computer system, operating and maintenance instructions, and procedure manuals.
* Ability to write policy statements, procedural and operating manuals, and speak effectively before groups of team leaders or team members of the credit union.
* Knowledge of all credit union departmental procedures and ability to adjust computer parameters to conform to policy changes.
* Ability and willingness to work alone, and irregular hours and days in support of a 24/7 member service offering and mindset.
* Ability to operate a personal computer, including a full working knowledge and ability to utilize the following software programs:
Word Processing (i.e. Microsoft Word, WordPerfect)
Spreadsheet (i.e. Excel, Lotus, Quattro Pro)
Financial management software, as might be applicable from time to time to the service delivery function of the credit union.
QUALIFICATIONS/REQUIREMENTS:
* Bachelor’s degree in finance, business, computer science or management information systems. Specific Leadership, Management or Project Management certifications are a plus.
* 5 years of leadership experience leading technical teams ensuring that the Digital and ATM/Card Services of the Credit Union performs according to member and market demands for service and security.
* 3 years of significant project management experience, including infrastructure consolidations and major product and release upgrades.
* 5 years of experience managing external service providers and contract resources.
* 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.
* A proven track record of achieving extraordinary results in challenging environments.
* Experience with managing service levels to achieve extraordinary performance.
* A respected reputation for partnership and collaboration with Technology service partners and the internal lines of business.
* Absolute commitment to ensuring the team meets all audit and regulatory internal controls requirements.
* Demonstrated competence in leading managers and teams and building teamwork to achieve exceptional results.
* Financial Institution experience is preferred
* Fully knowledgeable in credit union terminology and acronyms commonly utilized in the day to day communication of staff, policymakers and others involved in the credit union system.
* Must have experience managing a vendor network.
* Knowledge of ATM and Debit Card regulations and Best Practices.
Michigan First offers one of the strongest benefit programs around including a high portion of paid coverage for medical, dental, vision, disability & life insurance and 401(k) with credit union match, & tuition reimbursement. Our extensive training program and state-of-the-art learning system is designed to prepare you so you are both business savvy and confident when working with our members.
Michigan First Credit Union is an Equal Opportunity Employer.
Job Location
Lathrup Village, Michigan, United States
Position Type
Full-Time/Regular