Manager, Digital Channels Maintenance Job at Redstone Federal Credit Union
Job Description Summary
Job Description
Essential Duties and Responsibilities
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Plans, organizes, evaluates and manages the work of staff within the department; utilizes resources effectively; implements plans, programs and work processes and procedures necessary to achieve designated results; coordinates and integrates functions within the department and across the Credit Union.
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Participates in establishing business, operational and initiatives to meet Credit Union goals and objectives.
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Provides leadership and works with staff to develop and retain highly competent, member service-oriented staff through training and day-to-day management practices that support the Credit Union’s mission and strategic goals.
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Establishes performance requirements and objectives for staff; monitors and evaluates their performance; provides coaching and development opportunities; finds ways to recognize performance; addresses performance deficiencies and takes disciplinary action, if warranted, in accordance with Credit Union’s policies and procedures.
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Ensures the proper installation, configuration, testing, integration and administration of Digital Channel software and of multiple devices, including, but not limited to; Teller Cash Recyclers, ITM/ATMs, and ScanCoin machines and their applicable software in development, production and public-facing environments; using applicable tools and utilities, monitors performance, including utilization and availability; ensures optimal system speed, reliability and performance.
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Oversees all aspects of the Self Maintenance Program, including ordering and stocking of parts, tools, and equipment required to repair and maintain all models of ITMs and ATMs in RFCU’s fleet; Develops processes to improve response time and maximize the availability and reliability of machines.
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Maintains awareness of security best practices for all digital channels and develops processes to review and update security controls and procedures; using applicable tools and utilities, monitors all channels for security attacks and vulnerabilities, and ensures proper mitigation actions are taken.
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Assists with testing and implementation of disaster recovery plan for Digital Channels Experience.
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Maintains knowledge of digital channel hardware, software and third-party applications. Provides after hours support to ensure digital channels are available.
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Participates in development and execution of project plans, budgets and metrics for digital channel maintenance strategy and related initiatives using knowledge of the changing digital channel market and technology environment. Aids in development of multiyear roadmaps to support the strategy of the digital channel maintenance.
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Utilizes analytic tools for measuring, reporting, identifying machine availability. Analyzes member feedback and data provided through various channels, Member Contact Center, and Branches and determines solutions to enhance the digital channel member experience.
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Manages and monitors third-party vendor contracts. Develops and maintains effective vendor relationships; negotiates new and renewed contracts for products and services; monitors to ensure vendor/service provider Service Level Agreements are met; escalates the resolution of system and service problems and issues, when necessary, to ensure prompt and effective resolution.
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Keeps abreast of, monitors and analyzes developing trends and changes in technology; develops appropriate revisions to procedures and processes when necessitated by new regulations or security threats.
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Finds ways to continually improve the efficiency of departmental processes to provide the best service to our members.
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Maintains current knowledge of and ensures compliance with regulatory requirements and Credit Union policies and procedures.
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Develops teamwork and collaborative relationships within the Credit Union.
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Promotes the Credit Union by participating in community involvement and special events
Company Wide Expectations
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Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
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Delivers friendly, caring service to internal and external members.
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Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
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Follow all physical and online security procedures and maintain strict confidentiality of all member information.
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Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
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Works scheduled hours and maintains punctuality.
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Performs other related duties as assigned or requested.
EDUCATION/EXPERIENCE
Minimum Qualifications
To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.
An equivalent combination of education and experience may be considered.
Education Requirements
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Required - NCR ATM / ITM Maintenance and Software Certification.
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Required - Valid US driver's license.
Experience Requirement
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Required - 6 Years - Experience in electronic / computer systems repair, diagnostics and/or troubleshooting.
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Required - 5 Years - Experience in Technology, ATM / ITM Maintenance or closely related field.
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Required - 3 Years - Supervisory experience
SKILLS/ABILITIES
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Principles, practices and techniques of information systems management including security and access control processes and disaster recovery concepts, practices and procedures.
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System, network and database architectures, characteristics, components and interoperations applicable to assigned data center responsibilities.
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Principles, practices and methods of systems/networks and database administration and maintenance.
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Ensure all internal and external customer service practices and processes are carried out and meet quality service standards and achieve member satisfaction.
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Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
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Provide guidance in the resolution of complex problems utilizing advanced knowledge and experience within areas of responsibility.
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Plan, organize and direct the day-to-day activities of the department.
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Lead and model RISE values and Code of Ethics through daily interactions and conduct.
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Promote and foster excellent member service and teamwork throughout department.
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Communicate in a professional manner and deliver information clearly and effectively to staff. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
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Use correct English including spelling, grammar and punctuation.
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Use advanced knowledge and experience to operate computers and use business software and other standard office equipment.
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Understand and follow written and oral instructions.
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Set priorities and manage one’s own time effectively.
PHYSICAL DEMANDS
Physical Demands Disclaimer
The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
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Constant standing, sitting, walking, bending and climbing.
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Using hands repetitively to handle, feel or operate computers and other standard office equipment.
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Reaching with hands and arms.
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Good vision, including but not limited to; close and long vision, depth perception and ability to distinguish color and shades.
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Good hearing, in regular proximity and in louder work environments including but not limited to; warning signals and operating equipment sounds.
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Lifting and carrying up to and in excess of 100 pounds.
WORK ENVIRONMENT
Work Environment Disclaimer
An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;
Work Environment
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Works in a typical technology office environment.
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Provides on-call technical assistance on a 24x7 basis.
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Work hours may include early mornings, evenings, nights, weekends or holidays.
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Works in both indoor and outdoor environments.
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Noise level in the work environment is usually moderate.
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Occasionally exposed to moving mechanical parts and equipment.
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Occasionally exposed to fumes or airborne particles.
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Occasionally exposed to outside weather conditions.
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Occasionally exposed to risk of electrical shock.
Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.
We are proud to be a Drug-Free and Tobacco Free Workplace.
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