Commercial Digital Operations Manager - Bank Operations

SUMMARY:

Responsible for the management and oversight of Digital Operations, with a focus on our commercial clients. Responsible for the oversight of the team of individuals that engage and interact with clients through our self-service platform, and those customers that execute payments (ACH, Wire, RTP, etc.) through WesBanco.

 

The Commercial Digital Operations Manager will collaborate with his/her direct reports to create a working environment that puts our customers first, and excels at driving customer satisfaction at all touchpoints. Drives efficiency and effectiveness in daily processing by collaborating with stakeholders and utilizing automation.

 

SUPERVISORY RESPONSIBILITIES:

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

INTERPERSONAL SKILLS:

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

Ability to interact effectively across all levels of the organization.

Demonstrated ability to manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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.

Manages and leads a team of employees and ensures tasks are completed timely and accurately.

Directs, manages and leads a staff including hiring, scheduling, training, preparing performance evaluations and making salary recommendations.

Oversees the daily operation of commercial-facing digital applications and payment operations.

Ensures positive experiences when addressing our customers’ needs, and giving seamless Digital options at every touchpoint, while helping to promote Banks’ products and services.

Responds to and resolves complex issues within the area of responsibility.

Partners with our internal business partners to develop and cross-train on various Digital Banking and Payments topics.

Oversees the design, implementation and monitoring of processes and procedures related to assigned areas. Collaborates with stakeholders and champions for scalability and automation. 

Ensures effective use of applications and identify process improvement opportunities. Works with team to maintain process flow documentation for assigned systems and area of responsibility.

Serves as an agent of change, finding new opportunities to serve our clients and bring new capabilities to market.

Provides training and guidance to staff with respect to understanding, processing and managing the workload.

Assists in the creation of and monitoring of metric reports to identify opportunities for improvement and/or automation.

Maintain SOX control documentation and other controls around assigned systems and areas of responsibility.

 

OTHER REQUIREMENTS:

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

Ability to interact effectively ac