Digital Banking Assistant Manager

Description

SUMMARY 

Join the Bank that shares success with others! As a locally managed mutual bank, South Shore Bank is driven by the needs of communities rather than the demands of investors. You can help us serve as a trusted advisor to the people, businesses and organizations that make our communities stronger. We also provide a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance and many other benefits.

Assist the Digital Banking Officer with the day-to-day operations of the Client Information Center, digital reporting, digital training, and onboarding. 

Works closely with various South Shore Bank and subsidiary functional areas to ensure the successful and accurate implementation and ongoing delivery of all digital banking and related integrated services within established service level expectations. Directs and oversees the digital systems, platforms, processes, and personnel responsible for directly and efficiently supporting consumer and business users.

Accountabilities & Measures

Key Accountabilities

1. Model behaviors consistent with SSB values to foster an effective culture.

2. Ensure timely and successful delivery of digital banking products and integrated services. 

3. Ensure high levels of client service, experience, and support standards are being achieved constantly.

Success Measures

1. Client satisfaction levels are met or exceeded.

2. Deepened penetration rates for all digital channel products and services.

3. Successful adherence to all compliance requirements.

4. Timely resolution of all client feedback.

5. Deployment of ongoing internal educational programs surrounding Digital products and services.

ESSENTIAL DUTIES AND RESPONSIBILITES include the following. Other duties may be assigned.

Oversees daily activity of the inbound contact center; monitors inbound call arrival patterns throughout the day; and identifies changes in call volumes and takes immediate action to ensure adequate telephone coverage is available to minimize abandon call rates and maintain service level objectives.

• Assists the Digital Banking Officer in implementing and achieving business strategies aimed towards offering services on the bank’s digital platforms and thus increasing the penetration and usage. 
• Assists the Digital Banking Officer with reporting and managing the Digital Channel Power BI Dashboard. 
• Identifies key risks, issues, and opportunities for client engagement in digital channels and provide appropriate strategies for mitigations.
• Assists in the management of key projects and initiatives to deliver positive outcomes in line with business deadlines.
• Manages the online account opening platform and the onboarding process. 
• Tracks and reports on all digital related downtime and malfunctions (ATMs, ITMs, Online Banking, Mobile Banking, Bill Pay etc.). 
• Oversees & monitors Digital Banking operational functions that are related to quality control and compliance. 
• Listens to team members’ feedback and resolves (or escalates) any issues or conflicts.
• Anticipates escalation and takes over calls when needed.
• Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.

SUPERVISORY RESPONSIBILITIES 

Supervises a minimum of seven direct report. Carries out supervisory responsibilities in accordance with the Bank’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performances; addressing complaints and resolving problems. Identifies when to escalate performance and or performance concerns to the Digital Banking Officer.

• Conducts bi-weekly one-on-one meetings; tracks and monitors coaching sessions; and works with team members to achieve their goals.
• Conducts monthly staff meetings.
• Recognizes high performance, reward accomplishment and motivate team members. 
• Oversees the staffing & scheduling process. 

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the customer.

Requirements

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 ab