Digital Banking Manager

About Columbia Credit Union

Columbia CU is a full-service financial institution with $2.3 billion in assets, over 100k members and we pride ourselves in our commitment to “Making Life Better” in the communities we serve.  Since 1952, our commitment toward “Making Life Better” has earned us accolades and we are honored to be the recipient of several local community recognitions:

• Best of Clark County Award / The Columbian - 2008-2024
• Best in Business Award / Vancouver Business Journal - 2013-2024
• Corporate Philanthropy Award / Portland Business Journal - 2017-2024

Columbia CU Guiding Principles

Vision: The most trusted, respected, and sought-after financial institution, providing innovative solutions and support for our employees, members, and communities we serve.

Mission: Bringing people together to make life better for themselves and their communities. 

Value Proposition: Earning your trust with knowledgeable people and digital options so you can bank “Columbia” how and when you want.

Leadership Philosophy: Leaders at Columbia CU inspire enthusiasm and accountability that drive our mission. Leaders build engagement and communicate honestly and openly. By rallying everyone around our shared vision, Leaders model and expect the best from individuals and teams.

Core Values

People - We have a passion for helping each other and our members.

Community - We have a passion for contributing to the success and growth of the communities we serve.

Financial Wellness - We have a passion for providing the financial education, tools and assistance that create financial wellness and stability for our organization, each other, our members and the communities we serve.

Benefits

• Medical, Dental, Vision for employee - eligible the 1st of the month following hire date
• Accrued PTO, Accrued Extended Sick Time and 11 Paid Bank Holidays
• 401k Match- 100% match up to 6% employee contribution
• A home office option can be considered in Vancouver, Washington or Portland, Oregon after all on-site training have been completed and all work from home requirements are met. Continued on-site training will be required. 
• Tuition Assistance
• And More!

About The Role

The Digital Banking Manager leads the daily operations of consumer and business online and mobile banking platforms, ensuring smooth, efficient, and reliable digital banking experiences for members. This role is essential in the day-to-day management, troubleshooting, and optimization of digital channels, with a focus on consistency, performance, and member satisfaction. The Digital Banking Manager is responsible for training, coaching, establishing standard work, and providing prioritization guidance to the Digital Banking team, cultivating a high-performance culture that prioritizes exceptional service, productivity and continuous process improvement. This role also serves as the liaison between vendors and Columbia CU, ensuring that digital solutions are operationally viable and align with current and emerging member expectations. The Digital Banking Manager drives productivity and quality, making recommendations and operationally deploying service/product enhancements and new Digital Banking features. 

RESPONSIBILITIES  

• Develops and maintains standard operating procedures, policies, and disclosures for security and compliance procedures; cooperates with internal and external audits.
• Ensure compliance with Digital Banking and payments governance, regulations, and related security, privacy and brand standards.
• Proactively lead Digital Banking process improvements and initiatives to improve efficiency and/or member experience by embracing new opportunities and tackling complex challenges with urgency, energy and enthusiasm - driving innovation and continuous improvement both in the department and within the Digital Banking platforms.
• Supports projects as subject matter expert, including testing and deployment of desktop and mobile app upgrades and new features, products, and/or services within Digital Banking.
• Manage performance metrics related to product penetration, usage, device activity, trend analysis, department productivity and other relevant data - to inform and collaborate with the VP Digital Experience, on strategic decisions and to optimize Digital Banking solutions and processes.
• Collaborate cross-functionally with various stakeholders, particularly member-facing teams, to deepen organizational understanding of Digital Banking products and features. Create content and participate in Digital Banking training for frontline, identify barriers, and act to eliminate obstacles. Provide knowledgeable and effective subject matter expertise, teaming with Marketing on public-facing communications.
• Effectively manage relationships with vendor representatives—including those supporting personal and business Digital Banking—by identifying operational gaps, mitigating risks, resolving issues, and serving as Columbia CU’s primary point of contact, while also overseeing vendor reviews and ensuring compliance with all contract provisions and service level agreements.
• Provides expert guidance and training to member-facing staff on operational issues and exception management, while also authoring clear, accurate SOPs and policies and communicating key updates to diverse stakeholders including Digital Banking, senior leadership, internal committees, and end-users.
• Responsible for all Digital Banking related issues and leads troubleshooting, communications and interactions with various stakeholders, vendors and staff.
• Champion member-centric digital solutions by leveraging member and staff feedback, analytics, and market insights to enhance Digital Banking experiences.
• Cultivates a high-performing, service-driven team environment by coaching, training, and inspiring staff to deliver exceptional experiences. Fosters a culture where contributions are recognized for relevance, celebrated, and actively measured. Creates individual and team accountability to each other, seeking continuous improvement, empowering employees to reach organizational goals and eliminate productivity barriers.
• Demonstrate ownership and integrity by consistently meeting commitments and holding team members and vendors accountable for delivering high-quality Digital Banking solutions and service while achieving operational goals.
• Leads regular accountability meetings to assign tasks, establish clear objectives and performance goals, maintain feedback loops, and ensure team alignment with departmental and operational priorities for continuous improvement and measurable results.
• Owns and drives the accuracy of Digital Banking related GL reconciliation. Collaborates with the VP Digital Experience, preparing and managing annual budget projections and business plan activities. Effectively manages monthly budgets, Digital Banking related expenses, general ledger reconciliations, resource allocation, forecasting, analysis and reporting, with accuracy and timeliness.
• Navigating complex and evolving digital needs, making informed decisions, offering recommendations even when data is incomplete or outcomes are uncertain, updating and revising communication and training as needed, embracing change with a proactive mindset and guiding others through transitions with clarity and confidence.
• Proactively seeking ways to improve the Digital Banking user experience, making enhancements based on data and evolving member needs and preferences.
• Using lean management skills, is intimately knowledgeable in the day-to-day operations of the Digital Banking team. Frequently audits and discusses activities with the Digital Banking team and cross departmental cohorts, to recommend and facilitate process enhancements to the VP Digital Experience, reducing waste, increasing productivity, enhancing internal and member experiences.
• Navigate organizational structures and dynamics with confidence, building relationships across departments to execute initiatives, process improvements and changes that will improve the overall member experience with the Digital Banking products.
• Support the vendor selection process. Research, analyze and evaluate vendor options that promote and align with Columbia CU’s strategic goals and roadmap.

REQUIREMENTS   

• Minimum 3 years demonstrated experience in the following:
  • Online/Mobile/Digital Banking Management
  • Digital Product Management or Digital Product Ownership
  • UX/UI Design
  • Working for a digital banking provider

OR 

• • 5 years of experience in a financial institution in a management capacity with the proven ability to improve processes, drive efficiency, and improve internal and external member experiences.
• Minimum 3 years directly managing people with proven ability to develop talent and motivate individuals and teams to improve processes and produce results.
• Demonstrated ability to deliver exceptional member service experiences through strong collaboration and effective communication skills.
• Demonstrated strong judgement and troubleshooting skills, independent drive, and the ability to optimize work processes to produce results.
• Experience in managing complex processes that require high attention to detail while maintaining strong focus on delivering seamless user experience.
• Thorough knowledge of all applicable state and federal laws, regulations, and compliance issues pertaining to Digital Banking operations as well as demonstrated ability to adhere to rules and regulations in a highly-regulated industry while also providing great member experience.
• Bachelor’s degree in Finance or Business or related field of study, preferred.
• Digital Banking related certifications or other relevant certifications are a plus.

COMPENSATION

• $80,000 - $87,500 
• Back Office Incentive Eligible

Columbia Credit Union follows all required COVID 19 health protocols

Equal Opportunity Employer/AA

Must be 18 or older to apply