Digital Banking Manager

DIGITAL BANKING MANAGER GenoaBank, founded in 1902, is a locally-owned, independent community bank that provides a broad range of banking services to both business and private customers in counties of Lucas, Ottawa, Sandusky, Wood, Fulton, Erie and the Michigan County of Monroe. Since the time GenoaBank first opened its doors, it has continued to expand and now operates branches in Elmore, Fremont, Maumee, Millbury, Oregon, Perrysburg/Rossford, Port Clinton/Catawba, Sylvania, and Downtown Toledo, Ohio.

GenoaBank has always been driven to serve each community’s financial needs and continues to provide the same friendly, personal service it has since day one. 

Taking your banking needs personally is our priority. Your financial needs will be met with exceptional service, quick decisions, innovative products and great rates that only local ownership can deliver. GenoaBank offers experience and service that has kept customers coming back for over 120 years! GenoaBank. Taking your banking needs personally.
Position Summary: The Digital Banking Manager is responsible for the leadership, oversight, and continued development of the Bank’s Online and Mobile Banking functions, Treasury Management services, and related digital banking products. This position ensures the Bank delivers best-in-class support to internal and external customers while maintaining strong operational controls, regulatory compliance, system reliability, and efficient processes appropriate for a growing financial institution.
The Digital Banking Manager serves as the primary subject matter expert and system owner for Online Banking, Mobile Banking, Bill Pay, Treasury Management, and other assigned digital banking platforms. The position is responsible for identifying opportunities to improve processes, strengthen controls, enhance the customer experience, and effectively leverage technology as the Bank continues to grow.
This position manages the day-to-day activities of the Digital Banking Department, establishes priorities, monitors service levels and workload, develops employees, and ensures appropriate procedures, quality controls, cross-training, and backup coverage are in place.
The Digital Banking Manager works closely with Operations leadership, Deposit Operations, Card Services, Branch Administration, Information Technology, Compliance, Lending, and other departments to support Bank initiatives, system implementations, conversions, product enhancements, and process improvements.
The position requires strong technical aptitude, analytical and problem-solving skills, attention to detail, leadership abilities, and the ability to manage multiple priorities in a rapidly changing banking environment.
Essential Duties & Responsibilities:

Online & Mobile Banking:

• Manages the daily operations of the Digital Banking Department and ensures timely and accurate completion of departmental responsibilities.
• Serves as the primary administrator and subject matter expert for Online and Mobile Banking systems.
• Oversees customer enrollment, access, account maintenance, troubleshooting, and escalated customer issues.
• Oversees Bill Pay administration and ensures customer issues and exceptions are resolved promptly.
• Monitors system performance, customer issues, processing exceptions, and service trends and escalates significant concerns as appropriate.
• Establishes and maintains appropriate security access, dual controls, approval authorities, and quality control processes.
• Maintains accurate procedures and documentation for Online and Mobile Banking functions.
• Works closely with vendors to resolve system and customer issues and monitors vendor performance and service delivery.
• Coordinates system upgrades, releases, implementations, testing, and enhancements.
• Evaluates new functionality and emerging digital banking technology and provides recommendations to management.
• Identifies opportunities to improve automation, workflows, customer experience, and departmental efficiency.
• Provides training and resources to employees regarding Online and Mobile Banking products, systems, procedures, and changes.
• Supports the introduction and implementation of new digital products and services.

Treasury Management & Business Digital Services:

• Oversees the setup and ongoing administration of business digital banking services, including ACH origination, Remote Deposit Capture, Positive Pay, and other Treasury Management products.
• Ensures appropriate documentation, approvals, limits, controls, and system access are maintained.
• Assists with implementation and onboarding of new Treasury Management customers.
• Supports customer training and resolution of escalated Treasury Management issues.
• Reviews customer activity, limits, system usage, exceptions, and other information necessary to appropriately manage Treasury Management services.
• Partners with Commercial Lending, Branch Management, Deposit Operations, and other departments to support existing customers and new business opportunities.
• Coordinates with vendors on Treasury Management system issues, enhancements, upgrades, and implementations.
• Stays current on emerging Treasury Management products, fraud trends, technology, and industry practices.
• Assists management in evaluating opportunities to enhance or expand the Bank’s Treasury Management services.

Department Leadership:

• Provides leadership, direction, training, and ongoing development to Digital Banking employees.
• Establishes departmental priorities and effectively distributes workload based upon business needs.
• Monitors departmental service levels, processing volumes, exceptions, and outstanding issues.
• Ensures adequate cross-training and backup coverage for critical functions.
• Develops employees' knowledge of digital banking systems, banking regulations, customer service, fraud prevention, and operational controls.
• Promotes accountability, accuracy, collaboration, continuous improvement, and excellent customer service.
• Provides regular communication to Operations Leadership regarding departmental performance, significant issues, projects, risks, staffing needs, and opportunities for improvement.
• Participates in employee performance management, coaching, and goal setting.

Risk Management, Compliance & Quality Control:

• Ensures Digital Banking and assigned Treasury Management processes comply with applicable banking laws, regulations, network rules, Bank policies, and internal controls.
• Maintains strong operational controls and separation of duties appropriate to the risk and complexity of digital banking activities.
• Performs and/or oversees quality control reviews of critical functions.
• Identifies operational, fraud, security, and customer experience risks and promptly communicates significant concerns to management.
• Partners with Compliance, Information Security, Deposit Operations, and other appropriate departments to address regulatory and risk management requirements.
• Assists with internal and external audits, examinations, risk assessments, and remediation efforts related to assigned products and systems.
• Ensures departmental procedures remain accurate and are updated as systems, regulations, products, and processes change.
• Assists in the investigation and resolution of unusual or complex customer and system issues.

Technology, Vendors & Project Management:

• Serves as a key business owner for assigned digital banking applications and technology.
• Maintains productive relationships with Digital Banking and Treasury Management vendors.
• Coordinates upgrades, testing, implementation, and employee communication related to assigned systems.
• Participates in technology conversions, integrations, and Bank-wide projects affecting digital banking.
• Evaluates system functionality and recommends enhancements that improve efficiency, controls, scalability, or customer experience.
• Participates in vendor evaluations and due diligence as appropriate.
• Maintains knowledge of changes and advancements within Online Banking, Mobile Banking, payments, Treasury Management, fraud prevention, and financial technology.
• Represents the Digital Banking Department on cross-functional projects and initiatives.

Operational Support:

• Maintains a working knowledge of related Bank operational functions and provides support during periods of unusual activity, staffing shortages, conversions, or significant projects.
• Collaborates with Card Services, Deposit Operations, ACH/Wire Operations, Branch Administration, Information Technology, Compliance, and Lending as necessary.
• Assists with research and resolution of complex customer and account issues.
• Supports Bank conversions, system implementations, new product launches, and process improvement initiatives.
• Performs other responsibilities and special projects as assigned by management.

Other Functions:

• Maintains regular communication with Operations Leadership regarding departmental performance, emerging risks, staffing, projects, technology developments, and opportunities for improvement.
• Develops strong working relationships across the organization and promotes collaboration between Digital Banking and other departments.
• Participates in departmental planning, goal setting, budgeting, and technology planning.
• Maintains professional and technical knowledge through relevant banking education, conferences, webinars, vendor training, and industry resources.
• Maintains compliance and required compliance training with all banking laws, acts, regulations and bank policies and procedures.
• Performs other duties and projects as assigned.

Requirements & Qualifications:

Education/Specialized License(s): Bachelor's degree in Business, Finance, Accounting, Information Technology, or a related field preferred. Relevant banking experience may be considered in lieu of a degree. Accredited ACH Professional (AAP) certification preferred or ability to obtain within an established timeframe. Additional payments, Cash Management, fraud, or banking certifications are beneficial.
Experience: Five or more years of progressively responsible experience in Online Banking, Digital Banking, Cash Management, Deposit Operations, Payments, or a related banking function preferred. Prior leadership, supervisory, team lead, or significant project leadership experience preferred. Experience administering banking technology platforms and working directly with technology vendors strongly preferred.
Specific Skills:

• Strong knowledge of Online Banking, Mobile Banking, ACH, Cash Management, Bill Pay, Remote Deposit Capture, Positive Pay, and related digital banking services.
• Strong understanding of banking operations, internal controls, fraud risk, and regulatory compliance.
• Strong technology aptitude with the ability to understand system functionality, integrations, administration, and customer impact.
• Strong analytical, critical-thinking, and problem-solving skills.
• Ability to identify process improvement and automation opportunities.
• Strong organizational and project-management skills with the ability to manage multiple initiatives and changing priorities.
• Excellent written and verbal communication skills.
• Strong employee coaching, training, and leadership abilities.
• Strong customer service and relationship-management skills.
• Advanced proficiency with Microsoft Office applications, particularly Excel, Word, Outlook, and Teams.
• Ability to learn and effectively utilize new banking applications and technology.

Supervisory Responsibility: Responsible for direct supervision and development of Digital Banking Department employees.
Working Conditions: Primarily Monday through Friday including some Saturday’s during normal Bank business hours, with additional hours as necessary to support system implementations, upgrades, conversions, customer needs, or other business requirements. Limited travel may be required for training, vendor meetings, implementation support, or customer assistance. GenoaBank offers excellent benefits. We pay 100% of the premiums for the employees medical, dental, vision, long-term disability, short-term disability, and life insurances. In addition, we offer a 401(k) plan and match 50% up to 8% along with an additional 4% profit sharing, an Employee Stock Purchase Plan, and generous paid time off. EOE/AA