Digital Services Manager

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more than 67 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 17 branch offices in Macomb, Oakland and Wayne counties, over 375 team members, 135,000 members, $3 billion in assets, and a 96% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press nine years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Overview of Responsibilities: Leads MSGCU’s virtual services department through management of our virtual services product offerings, operations, research, and implementation of member and internal virtual technology and integration of virtual services within MSGCU resulting in high quality member experience and increased member penetration of virtual products and services. Ensures the financial objectives, strategic goals, and MSGCU’s growth targets are achieved in accordance with our policies, state and federal government regulations, and in alignment with our desired member experience.

Essential Duties and Responsibilities:

• Demonstrates member focus by strengthening MSGCU’s relevance and reliability by monitoring and ensuring high levels of up-time, enhancing the functionality, stability, and accessibility of virtual services (e.g., online banking, remote deposit capture, multi-factor authentication, bill payment), directly and indirectly through business partners.
• Demonstrates technical savvy by continuously analyzing current member facing virtual systems, processes, and procedures in order to make recommendations for improvements. Understands and is able to navigate in the technical space to effectively communicate with the Information Technology department, resolve issues, and bring new products to fruition. Thought should be given to reducing operating costs while providing excellent service.
  • Extends MSGCU’s competitive advantage by regularly scanning the environment and analyzing competitors to assess emerging opportunities for virtual services. Interprets and analyzes business needs and translates them into actionable business requirements.
  • Manages complexity by making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems, move projects forward, and continue to drive the vision for MSGCU’s member experience.
  • Balances multiple stakeholders and/or business partners by anticipating and assessing their needs to better support and align with the organization’s strategic objectives with a focus on virtual services and desired future state.

• Evaluates, plans, directs, and manages MSGCU’s virtual services business unit to ensure alignment and achievement of corporate goals and strategic targets. Works with department stakeholders to effectively support revenue generating opportunities and risk mitigation.
• Drives engagement by creating a healthy work environment where team members are inspired to do their best and achieve results. Holds self, direct reports, internal stakeholders, and peers accountable to meet commitments, achieve goals, and advance virtual services initiatives.
• Takes ownership of virtual services products and vendor relationships for products such as Online Banking and mobile environments. Responsible for effective project management for the implementation, launch, or upgrade of virtual services, including Internet banking, mobile banking, Interactive Voice Response (“IVR”), systems, and other technologies as assigned.
• Oversees budgets, policies, procedures, and standards for member facing virtual technology services. Conducts periodic reviews of existing policies and procedures to ensure that they are effective and current. Delivers high quality virtual experience that meets established standards while driving increased member usage and penetration.

• Collaborates with MSGCU leaders and the Virtual Services team in the development and integration of the virtual channel and virtual technologies, including;
  • Efficiently providing convenient access, increasing product usage, and promoting member retention and growth centered on delivery of virtual technology through the branch and virtual channel.
  • Collaborating with the Marketing and other departments to leverage online, electronic, and social media channels to optimize member convenience and enable sales behaviors.
  • Collaborating with the Information Technology department to ensure that all member-facing technology aligns and integrates with our strategy and capabilities and is offered in a secure environment
• Communicates effectively with Virtual Services team and others by integrating virtual services to ensure follow-through and team member education by working with Retail, Lending, Information Technology, and Human Resources teams.
  • Gains the confidence and trust of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
  • Exhibits self-awareness by soliciting feedback and through reflection in order to gain productive insight into personal strengths and weaknesses and applies learnings to enhance situational leadership and develop skills.
  • Continually develops knowledge, learns, and applies learnings of emerging virtual services trends and practices with an emphasis on those currently or potentially related to financial services. Similarly, develops and keeps knowledge current of industry trends, relevant issues, regulations and objectives. Research, propose, and implement new member facing virtual technology. This includes conducting the vendor due diligence process.
  • As a member of MSGCU’s Management Team, exemplifies MSGCU’s leadership characteristics and participates in the prioritization of corporate initiatives to ensure alignment and appropriate resource allocation.

Essential Preparation and Experience:

• Bachelor’s degree in Business Administration, Information Technology, or related field or the equivalent combination of education and relevant work experience; and
• Five years of related, progressively more responsible work experience in the virtual services space, preferably within a financial institution; and
• Three years of leadership experience.

Essential Knowledge, Skills and Abilities:

• Knowledgeable of financial technology and innovation in the industry, our current member make-up, market potential, and generational segment behaviors to ensure a future-thinking approach to virtual services delivery.
• Ability to understand and problem-solve complex technology concepts.
• Advanced computer skills, including some programming, website development, and social media communication.
• Knowledge of Microsoft software (Word, Excel, Outlook, Publisher, PowerPoint, etc.).
• Demonstrated intellectual curiosity, resourcefulness, solutions-orientation, and an aptitude for learning and applying new technology to generate operational effectiveness gains.
• High level of reasoning, logic, attention to detail, mathematical abilities as well as strong project management/leadership and analytical skills to accurately identify and manage core issues, articulate business needs, and interpret policies and procedures related to state and federal regulations.
• Understands the principles of MSGCU’s financial success.
• Demonstrates a willingness to help colleagues by assisting others as requested, making suggestions for improvements and learning as well as sharing new skills and new knowledge.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.