Assistant Vice President, Senior Digital Solutions

Working Model: Hybrid
We have a balanced hybrid working model to ensure you have the flexibility you need. The successful candidate will balance their time between working in the office (minimum of two days) and working from home. 
 

As Senior Digital Solutions, you will be responsible for continuously innovating and improving the member, and team member, experience while executing the digital strategy of the Credit Union. Responsible for providing strategic and tactical leadership in this highly visible role with the potential for major impact across the organization working closely with various areas of the Credit Union. You will blend business analysis, data science, project management, system administration, vendor management, change management, and digital advocacy skills to drive improvements in the digital domain. Accountable for leading and driving positive changes to elevate the Credit Union’s technical and digital literacy and efficacy, boost tech usage and productivity while improving user satisfaction.

Direct Reports: None

HOW YOU WILL MAKE AN IMPACT

                Analyze user, system, and department needs then determine viable solutions to meet business requirements. Propose, plan, deploy, monitor, iterate and improve these solutions. Develop business plans to communicate solutions when necessary. Collaborate with various department staff to develop actionable steps that will improve processes and optimize results, while maintaining digital strategy integrity and cohesiveness with other applications. Lead reviews of business processes to devise optimization strategies. Stay up to date on the latest processes and advancements in digital strategy and modernizing systems to improve functionality within the credit union. Document and flowchart business processes to gain an understanding of the processes and their dependencies. Identify improvements to process flows. Develop complex custom reports requested from various business departments utilizing digital applications.  Assess need and priority while determining source of the data. Use data and feedback to drive actions and priorities. Build relevant metrics to measure success if necessary. Build and maintain strong interpersonal relationships with stakeholders and department heads.

                Lead the implementation of new efforts and initiatives within the Digital area as it pertains to digital projects, prototyping, piloting, and proof of concept development and implementation. Work closely with various stakeholders within the organization to deploy these initiatives safely, quickly, and effectively. Build measures to track the progress and success of these initiatives. Lead the implementation process and collaborate with other department leads in defining scope, requirements, project plans, and other project documents. Report on status to digital strategy leadership on an ongoing basis, lead meetings and help identify and resolve project team issues. Direct, oversee, monitor, and report on projects during every phase of the project. Collaborate with project leaders and stakeholders and implement the project workplan to achieve project objectives.  Manage the project initiation phase to ensure that project charters are completely and accurately scoped, risks are defined, and budgets are set so that project requests can be presented to senior leadership. Create project transparency throughout the department through project status reporting. Drive project performance through a consistent, repeatable, and predictable project management process. Post implementation, track and classify issues that will hold up closing a project to ones that will be assigned as ongoing support tickets. Ensure that all issues have ownership. Capture lessons learned. Document feedback for other project managers, but also to report to stakeholders.

                Oversight (in part or whole) of various digital systems necessary to the execution of this role, primarily online banking, and loan/account origination systems as a primary systems admin. Own process (system) improvement for Digital, optimize peak performance and utilization of the digital applications. Seek to minimize recurrence of software and integration issues; these are accomplished by directly working with each system, supported by Digital Support. Accountable for coordinating with vendors, IT, and various departments to lead and  implement solutions, resolution, and apply digital enhancements and updates. Document user acceptance testing for upgrades, development, and version releases. Lead testing efforts and resolve issues for any new improvements or digital technology while documenting processes. Ensure testing is thorough before updating into production. Work with department leadership to determine what level of communication is necessary, then prepare change communication in collaboration with other roles in the Digital department.

                Partner with business units and technical staff to ensure business requirements are understood and delivered. Ensure credit union is fully utilizing the features and functionality of systems before recommending additional purchases. Represent the department and the organization in internal and external interactions, with a focus on UX improvement, relationship building, and digital advocacy. Build strong relationships and partnerships internally and externally. Leverage these relationships to further the credit union’s strategy and goals. Work closely with department leadership to provide continuous feedback and translate the department’s vision and intent accurately and effectively.

                Work closely with Digital Delivery to develop and deploy timely and pertinent communication, job aids, and procedures. Assist with identifying, coordinating, and conducting credit union staff training as directed to meet needs, maintaining competency and effectiveness of service to members. Work with the  Learning & Organization Development department to ensure that staff receive the necessary knowledge for successful execution of their duties and optimized use of digital platforms. Work with other roles within the Digital department to support their communication and training efforts.

                Collaborate with various IT staff to ensure all security measures relating to digital systems are functioning properly and maintain knowledge and awareness of existing and emerging cybersecurity best practices. Maintain on call status for emergency events and disruptions.

                Collaborate with Digital department staff to cross train responsibilities for backup and support other areas of the Digital department as necessary.

                Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

8 years progressive responsibility in the financial industry, preferably in the field of digital strategy, to include a minimum of 2 years business analyst or systems analyst experience within the financial industry, ideally in a leadership role. Experience with a suite of digital/banking systems and project management preferred.

Education / Certifications / Licenses

This level of knowledge is acquired through completion of a required Bachelor’s degree in Information Systems, Computer Science, Web or Software Development, or related field. (Will consider additional years of experience in lieu of education requirement). A Project Management Professional (PMP or CAPM) certification is preferred. Must have and maintain a valid driver's license.

 PREFERRED SKILLS

• You must be self-motivated and possess strong technical and relationship building skills with the ability to proactively identify gaps, develop and deploy effective solutions to elevate the credit union’s technical and digital literacy, and usage while boosting user satisfaction.
• Proven track record of successfully leading large/complex projects across multiple verticals.
• Knowledge of systems utilized by the banking industry to include, but not limited to, internet and mobile banking systems, payment and card systems, loan and account origination systems, BI systems, CRM systems, Chatbots, RPA, AI tools, other fintech point solutions and ecosystems, etc.
• Ability to perform and deliver under pressure.
• Strong leadership, influencing, and change-management skills.
• Ability to work with and participate in a high performing team.
• Professional level of verbal and written communication skills are essential to the position.
• Success record of implementation of automated digital journeys in order to maximize member engagement, utilization and conversion.
• Strong decision-making skills with successful and trackable results.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Advanced analytical skills for a variety of tasks or projects, including data-related initiatives.
• Demonstrated knowledge of Credit Union regulations, products, policies, procedures, services, related federal state and federal laws and regulations.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
• Obtaining cooperation and agreement on important outcomes via frequently complex and senior level dialogues.
• Ability to drive oneself to take initiative and action to pursue goals and complete tasks.
• Ability to deal with complex problems involving multiple facets, variables, and situations.
• Ability to execute on Interra’s vision, mission and deliver on our Core Values.

INTERPERSONAL SKILLS

• A significant level of trust, credibility and diplomacy is required.
• In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

COMPETENCIES

• Decision Making - Makes sound decisions in a timely manner using critical thinking, problem solving, insights, and experience. Demonstrates sound judgment that proves to be accurate and correct over time.
• Drive Results - Consistently accomplishes goals even under adverse conditions. Has a strong bottom-line orientation. Pushes self and helps others achieve results.
• Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.
• Foster Innovation - Explores new and better ways of doing things. Encourages innovation of ideas, processes, and behaviors. Promotes activities that create greater efficiencies and/or experiences. Puts innovative ideas into practice.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
• Learning Agility - Actively and continuously learning, including new ways of thinking, knowledge, skills, and capabilities. Learns from what was done before and uses success and failure as input for development/improvement and tackling new business challenges.

ADA REQUIREMENTS

Physical Requirements

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

 Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.  Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.