Director of Digital Banking Operations

Come work with us:

Metropolitan Commercial Bank (the “Bank”) is a New York City based full-service commercial bank that provides a broad range of business, commercial and personal banking products and services to individuals, small businesses, private and public middle-market and corporate enterprises and institutions, municipalities and local government entities. The Bank operates banking centers and private client offices in Manhattan and Boro Park, Brooklyn in New York City and Great Neck on Long Island in New York State.

The Bank is a New York State chartered commercial bank, a member of the Federal Reserve System and the Federal Deposit Insurance Corporation, and an equal housing lender. The parent company of Metropolitan Commercial Bank is Metropolitan Bank Holding Corp. (NYSE: MCB).

For more information, please visit the Bank’s website at MCBankNY.com.

Metropolitan Commercial Bank was named one of Newsweek's Best Regional Banks and Credit Unions 2024. The Bank was ranked by Independent Community Bankers of America among the top ten successful loan producers for 2023 by loan category and asset size for commercial banks with more than $1 billion in assets. The Bank finished ninth in S&P Global Market Intelligence’s annual ranking of the best-performing community banks with assets between $3 billion and $10 billion for 2022 and eighth among top-performing community banks in the Northeast region for 2022.

About the role:

As a rapidly growing institution, our digital presence is a crucial aspect of our success.  The Director of Digital Banking Operations needs to be a visionary leader who can create and implement strategies to optimize our digital banking operations and enhance customer experience.  This role is responsible for the management of the digital channel operations teams and payment team.  This responsibility includes online and mobile banking product support for both consumers and businesses and oversight of the payment channels. As the digital solution expert, this position is responsible for understanding the product design, driving enhancements and ensuring a high-level experience for customers and employees.

This role will lead a digital support and payment operations team while also working directly with other internal departments to support the various services, maintain compliance, and retain and cultivate relationships with Bank customers. This role must be able to interact with various levels of management, outside vendors, and internal and external Bank clients.

Duties and responsibilities of the job include the following (but is not limited too):

Essential Functions

• Develop and implement digital banking operations strategies that align with the company’s overall goals and objectives.
• Oversee the daily operations of all digital banking channels including online banking and mobile banking. Day to day operations include client treasury services onboarding and training (ach, wires, lockbox, remote deposit capture, positive pay, etc.), system troubleshooting, and payment processing oversight.
• Drive and support all system conversions and enhancements.
• Ensure that all digital channels are working efficiently and effectively, troubleshoot any technical issues and monitor system performance.
• Collaborate with cross-functional teams to design and enhance digital banking products and services.
• Analyze data and trends to identify opportunities for improvement and implement solutions that enhance the user experience.
• Stay updated with industry trends and advancements in digital banking technology and make recommendations to senior management for implementation.
• Lead and develop a team of digital banking operations professionals to achieve departmental goals and objectives.
• Ensure compliance with all regulatory requirements related to digital banking operations and payments.
• Engage and manage relationships with internal clients and external vendors to continuously improve digital service applications. This includes supporting product enhancements, new services/products or verticals.
• Support internal business lines with ongoing support and escalated issues.
• Participate in vendor and user sessions to understand challenges and emerging trends.
• Perform market research to stay abreast of the evolving digital solutions landscape and peer solution offerings.
• Create Digital Product and Customer Support metrics to monitor volume, trends and issues and report such to Board level committees as well as Management level committees as appropriate
• Create and maintain policies and procedures related to digital channel operations. Develop user manuals and installation instruction reference guides for digital product services and keep them updated, as needed.
• Perform other job-related duties as assigned.

Preferred experience, education, and qualifications:

• At least 10 years banking experience in digital banking operations with at least 5 years in a leadership role.
• Strong understanding of digital banking channels and their technologies.
• Experience in developing and implementing digital banking strategies.
• Excellent communication and interpersonal skills, with the ability to build relationships with internal and external stakeholders.
• Strong analytical and problem-solving skills.
• Detail-oriented with a focus on accuracy and efficiency.
• Ability to thrive in a fast-paced and dynamic environment.
• Understanding of customer behavior and market trends in the digital banking space.
• Requires an understanding of federal/state laws regarding bank operations.
• Working knowledge and understanding of federal/state laws related to digital banking operations including Regulation E, NACHA, UCC and the FFIEC Guidance as it pertains to electronic banking.
• Must possess the technical ability to operate banking software and other general office equipment.
• Able to work with minimal direction, demonstrate proactive problem-solving ability, deal with time pressures and changing priorities, and possess organizational, verbal, and written communication skills.
• Must have a professional demeanor and appearance.

• Perform quality work within determined timeframes
• Interact professionally with other employees, customers, vendors and shareholders
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, departments, divisions, etc.
• Work on ad-hoc tasks, assignments and projects as needed

Potential Salary: $200,000 - $225,000 annually

This salary range only reflects base wages and does not include benefits, bonus, or incentive pay. Salary bands are purposefully wide ranging to encompass the different factors considered in determining where a candidate falls in the range, including but not limited to, seniority, performance, experience, education, and any other legitimate, non-discriminatory factor permitted by law.

Metropolitan Commercial Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.