If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.
The Vice President of Digital Innovation and Quality champions and inspires the credit unions Digital Banking efforts through proactively leading the credit union’s Digital Banking transformation and support efforts. Although this position is largely focused on Digital Banking, the SP of Digital Innovation will also be involved in bringing Digital capabilities across all channels. Participating as a key resource in the Digital Transformation Steering Committee to connect roadmap planning with the credit unions vision and strategy. Through guiding ideation, project prioritization, and ultimately delivery of digital projects. This person leads the Online and Mobile Banking release and support team to ensure quality release management, troubleshoot, and resolution of the most complex Digital Banking issues. Including serving as a key liaison and relationship manager with Digital Banking vendors and internal stakeholders.
The Vice President of Digital Innovation and Quality lead’s the Digital Project Committee coordinating the deployment of small to medium sized Digital projects. Influences decisions about investments, resourcing, and strategy alignment. This person coordinates and assists in drafting business cases for larger Enterprise Strategic Projects. Achieves business outcomes while balancing risk, return, and performance on investments.
Oversees functions including project lifecycle and workflow management, quality control processes, Online and Mobile Banking support, business relationship management (Vendors & Internal Stakeholders). This includes leading the Digital Project Committee and collaborating with Enterprise Risk Management on other stakeholders on Digital fraud loss oversight.
In-person work will fluctuate with demand. At time, work may require in-person presence.
The Vice President of Digital Innovation and Quality reports to the Senior Vice President of Digital Experience and has direct management duties of multiple team members.
ESSENTIAL DUTIES & RESPONSIBILITIES:
The essential duties and responsibilities of this position include the following. Other duties may be assigned.
Business relationship management (Yes)
- Work collaboratively across the organization, sharing knowledge and building trust, demonstrating leadership through effective mentoring, and team building. Share information, perspective, and expertise.
- Must value and support differences in others, contributing to an inclusive work environment. Demonstrate the ability and willingness to communicate effectively with people of diverse backgrounds and experience to create a collaborative, collegial, and caring environment.
- Engage executives, managers, and staff across the credit union championing Digital Banking and embracing change.
- Produce and deliver engaging and impactful presentations to Senior Leaders describing value, cost, performance, risk and controls, capabilities, and impact to prior or future plans.
- Oversee the satisfactory implementation, support, and transition of strategic business initiatives and ensures that the credit union is operating as efficiently as possible during and after change or implementation.
- Strike the right balance between efficiency and flexibility to improve processes, reallocate assets and drive efficiencies in the pursuit of better performance.
- Ensure accurate, timely and impactful data is provided to business leaders empowering them to make decisions.
- Lead difficult discussions and ensure collaborative agreement.
- Build strong and productive relationships with all staff, ensuring that Digital Experience is positioned as a trusted partner.
- Build strong and productive relationships with key external partners, stay informed new capabilities, roadmaps and align partner capabilities with the credit unions strategic objectives.
Project lifecycle and workflow management (Yes)
- Work with other leaders to establish agreed upon change definitions and timelines.
- Ensure effective project lifecycle management practices are in place to efficiently move projects from ideation, prioritization, research, and business case development into project approval, project kick-off and deployment.
- Ensure the proper project tracking systems are in place and are effective in organizing the project lifecycle.
- Provide transparent and timely project status and insights for other stakeholders.
- Develop effective project prioritization methodologies and ensure they are working as expected. Including 1. bridging gaps on prioritization practices for retail projects verse commercial projects, and 2. Balancing between compliance or regulatory projects against other high impact projects.
- Coach, develop and train staff to ensure they are familiar with project lifecycle management tools and processes needed to effectively manage projects through the lifecycle.
- Develop standard operating procedures and templates to include intake forms, project requirements, resource evaluations, impact analysis, business case, Return on Investment (ROI) calculations, Request for Information (RFI), Request for Proposal (RFP), scorecards, etc.
- Ensure post User Acceptance Testing (UAT) practices are in place and effective; Including practices to create staff user guides, FAQ’s and other documentation as needed. As well as collaborating with key stakeholders to develop staff readiness training and plans, member communication and anything else needed to ensure successful deployment of new projects.
- Collaborate in the creation of marketing collateral and thought leadership content for digital banking solutions
- Work closely with Development team to identify custom solutions, draft business requirements, test custom software, end deploy custom capabilities.
- Oversees user acceptance testing on new features across the digital landscape.
- Ensures success measurements are developed and tracked.
- Defines and implements “best practices” for digital channel member product access work flows and processes.
- Hosts update calls as required with business stakeholders to review progress and status of solution expansion, partners, and key focus areas.
- Develops and communicates business requirements for internal/external digital tiles via storyboards, process flows, and user stories.
- Assesses/evaluates processes and system improvement opportunities in close collaboration with the product management team.
- Partners closely with the product management team to deliver scalable solutions.
Quality control processes (Yes)
- Ensure effective Quality Control (QC) processes are in place with appropriate reporting to oversee a quality release management process.
- Build effective test scripts and practices to ensure quality releases.
- Collaborate with key stakeholders and engage additional resources as needed to expand testing beyond the departments knowledge and capabilities as needed.
- Organize, schedule, and track planned releases to ensure testing capacity.
- Ensure staff is effectively utilizing systems and resources to ensure quality releases.
Online and Mobile Banking support (Yes)
- Ensure support tracking systems are in place, effectively organize support tickets, and ensure Service Level Agreements are achieved.
- Serve as the point of escalation for stakeholders or requestors with issues, resolves conflicts involving scheduling, resources, or technical issues.
- Engage with vendor partners to escalate and resolve key issues as they arise
- Ensure practices are in place to keep stakeholders informed of ticket status. In addition to ticket management systems this could include key stakeholder updates during outages.
SUPERVISORY RESPONSIBILITIES
- Lead by example.
- Work with team to establish development plans, career paths, succession plans, and performance goals and objectives consistent with the credit union’s strategy.
- Fosters an environment of empowerment, openness, inclusion and objectivity all while striving to deliver solutions that benefit the entire organization.
- Directs and manages team resources to ensure delivery of all active projects and initiatives.
- Mentor and guide team members on helping to achieve strategic goals ensuring that they understand the import value of their contributions.
- Able to assess talent levels, group dynamics, and work product in order to provide constructive feedback to optimize delivery.
- Regularly assess work load capacity and skill needs.
- Manages management level employee HR activities (salary increases, promotions, moves, disciplinary actions, hires and terminations.
- Recruit and develop strong team members as required
- Works across the organization with others leaders to ensure positive inter-department collaborations and satisfaction
- Works with team to practice a consultative mindset and a methodical approach to operational or technical challenges in the delivery of initiatives.
- Assists direct reports in identifying areas for development. Works to ensure that direct reports have proper skills to be successful in both day to day and over digital transformation work assignments
- Monitors and identifies personal/professional development needs and maintains management capability consistent with the organization’s management philosophy and values through special project assignments, technical workshops and seminars; reading, reflection, course work, and leadership development opportunities and activities.
- Manage team resources to continuously focus on improvement.
- Conduct regular coaching sessions, huddles, team meetings and quarterly performance review.
ACOCUNTABILITIES AND PERFORMANCE MEASURES:
- Achievement of strategic plan goals
- Delivers successful projects on time, in scope, and on budget
- Achieves successful team ratings, survey results, and other performance measures
- Coaching, training and development of self and others
- Team management and peer collaboration
- Safety and Soundness
- Service levels for issue or request related tickets
- Budget adherence
- Quality releases
- Automation and efficiencies
ADDITONAL/ IMPORTANT SKILLS:
- Strong in-person and virtual team management, coaching and leadership skills.
- Work with peers, partners, and others who are not in your line of command, to positively impact business performance.
- Work indirectly through influence and persuasion, rather than by formal authority.
- Create a working environment in which people interact in an open and direct manner; Listen effectively, build on the ideas of others, and concisely get the point across when discussing and presenting information.
- Create an atmosphere in which timely and high-quality information flows smoothly up and down, inside, and outside of the organization and encourages open expression of ideas and opinions.
- Embrace the perspectives and contributions of everyone including their diversity. Honor and respect the beliefs, language, interpersonal styles and behaviors of individuals and members receiving services, as well as staff who are providing such services.
- Create a working environment that encourages creativity and innovation; Actively look for better ways of doing things., building on the ideas of others, and effectively converting improvement ideas into successful, value add outcomes.
- Instill mutual trust and confidence, create a culture that fosters high standards of ethics, behaves in a fair and ethical manner toward others, and demonstrates a sense of corporate responsibility and commitment to Georgia’s Own.
- Apply clear and consistent performance standards; Handle performance problems decisively and objectively; be direct but tactful; provide guidance and assistance to improve performance.
- Set challenging and productive goals for self/team; holds self/team accountable for actions and delivering results.
- Provide leadership, motivation, resources, and support, uses checkpoints and data to track progress; set up systems and processes to measure results. Manage performance in a clear, consistent, and objective manner.
- Demonstrate a strong, detailed understanding of the market in which the credit union operates and how it affects the business: know the customers we serve, the competitors, suppliers, and the regulatory environment and how to address them.
- Engage in the effectively converting the credit union’s strategy into deliverable activities for the team; Think strategically and work with the entire organization in mind, not just the function/department.
- Demonstrate financial awareness and make sound financial decisions; Asist in budget creation and management, look for ways to improve cost effectiveness while maintaining or improving quality of service.
- Demonstrate effective interpersonal skills and working cooperatively and effectively within and across organizational units to achieve common goals.
- Demonstrated experience with digital product fulfillment and delivery
- Extensive knowledge of digital technologies and basic analytics
- Strong technical knowledge/familiarity with web services, software development, and digital product technologies as part of an integrated ecosystem
EDUCATION AND/OR EXPERIENCE:
- 10+ years’ experience working across both technical and business focused projects in the banking/financial services industry.
- 10+ years’ in management position developing teams, preferably technical teams.
- Bachelor’s degree in Business, Finance, Information Systems, or a related field of study.
- Experience leading large complex technical projects with proven track record, Digital Banking project experience preferred.
- Experience coordinating product development cycles and software development schedules in the release of products to market.
- Experience leading cross-functional teams in delivery of products/services on tight schedules.
- Extensive knowledge of Digital Banking ecosystem and operations.
- Working knowledge of Quality Control processes, preferred.
- Experience leading a support desk, preferred.
PHYSICAL REQUIREMENTS:
To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the credit union within 30 days of any changes that need to be reflected on the NMLS Registry.
Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans.
We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.
