Manager Digital Channels

Job Description

JOB INFORMATION

Title:

Manager Digital Channels

Officer Title:

AVP

Grade:

30

FLSA Classification:

Exempt

Date Last Edited:

2/10/2025

Reports To:

Head of Emerging Channels

Department:

Product & Digital Channels

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=1081

PRIMARY FUNCTION

The Digital Channels Manager will be at the forefront of delivering seamless digital banking journeys. This professional will spearhead the management of key projects tied to the digital roadmap and the continuous enhancement of our online and mobile banking services—critical touchpoints that define our digital member experience.   The Digital Product Manager will champion the development of innovative features, guiding them from conception to launch in partnership with our Technology Organization. Additionally, this professional will collaborate with business stakeholders, align product vision with business objectives, ensuring that every initiative delivers tangible value to both the business and our members.

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Manage project deliverables connected to the digital roadmap including new features from ideation to production release. Maintain an intimate understanding of the product suite, system workflow, and business needs.

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Collect data, analyze, and directly engage with members to create and continuously improve digital experiences for HVCU members.  In partnership with the Vice President of Digital Channels, create and launch a digital experience dashboard to monitor channel performance, including traffic, engagement, conversion and account/member quality metrics.

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Cultivate relationships with business leaders across the organization and work closely with key stakeholders to understand their business priorities.  Build exceptional digital experiences to meet their goals and objectives, while anticipating impacts to other journeys and projects.

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In partnership with the Vice President of Digital Channels, ensure an intuitive UX/UI for each digital journey that is scalable across multiple products and channels

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Provide ongoing communications with business partners and stakeholders, educating the organization on digital improvements, opportunities, benefits and risks.

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Maintain working knowledge of competitor and industry trends, ensuring our work delivers competitive experiences and aligns with broader corporate strategy, priorities, and direction.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

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Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

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Responsible for regular and predictable attendance including punctuality.

Bachelor’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience.

In Business, Financial Services, Product Management, Computer Science, or related field.

X

Minimum 2 Years

Related experience

X

Experience with agile/scrum practices preferred

X

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Ability to troubleshoot problems that may arise

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Advanced proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

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Creative thinker with ability to connect business strategy to individual projects.

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Strong analytical skills and the ability to derive strategy from data.

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Advanced verbal, written and presentation skills.

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Must be able to demonstrate advanced analytical, communication and interpersonal skills.

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Able to build relationships across an organization and influence others.

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Ability to work in a fast-paced environment and deal with a variety of internal/external customer and vendor situations.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

30

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

WORK ENVIRONMENT

•

Typically the noise level in the work environment is low to moderate.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

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High energy, high impact atmosphere.

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There are no significant hazardous conditions.

View Competencies

Leadership

Leads people towards meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters diversity, development, teamwork and continuous improvement.

Level 2

1. Creates a connection to demonstrate how daily actions contribute to organizational outcomes. Coaches team to assume full responsibility for shared goals and objectives.  

2. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and opportunities to learn through formal and informal methods.

3. Implements the organization’s workforce development/planning strategies within business units.

4. Makes well-informed, effective and timely decisions, even when data is limited.

5. Takes a stand, maintains integrity and tactfully defends position in the face of significant opposition.

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 3

1. Creates a sense of accountability and personal ownership for employees and self.

2. Designs strategies to inspire peers and business unit to raise the bar of customer service delivery.

3. Establishes best practices for internal and external service excellence.

4. Monitors industry for trends in enhancing member service with special attention to financial services.

5. Systematically identifies potential problems when designing systems/processes using techniques including brainstorming and cost/benefit analyses to reduce the chances of unnecessary problems.

Results Driven

Drives critical activities to completion. Meets organizational goals and customer expectations.

Level 2

1. Clearly communicates expected results. Uses motivational tactics to generate team buy in. Consistently measures progress and refocuses efforts to ensure attainment.

2. Implements specific policies or practices based on laws or regulations governing these practices.

3. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

4. Takes full responsibility for results, keeping stakeholders properly informed of status, issues and potential problems.

5. Understands the organizations influence dynamics and uses that information to establish alliances to achieve organizational goals and objectives

Resiliency

Adapts positively to changing environments in order to achieve business results.

Level 2

1. Anticipates the impact of change in markets, politics, and culture on the organization and its clients.

2. Deals effectively with pressure; remains optimistic and persistent, even under adversity.

3. Develops new insights into situations; questions conventional approaches.

4. Implement change initiatives so as to minimize adverse impacts on people.

5. Understanding of the necessity of continuous personal growth; ability to gauge one's strengths, limitations and interests, and use of this knowledge for purposes of performance effectiveness and self-development.

Managing Multiple Priorities - Admin

Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Level 3

1. Demonstrates an expectation that there will be ongoing shifts in demands and priorities.

2. Clarifies and handles multiple concurrent and diverse activities.

3. Addresses potential conflicts that impact current delivery commitments.

4. Obtains information about how current assignments contribute to organizational goals.

5. Responds to shifting priorities while maintaining progress of regularly scheduled work.

6. Shifts focus among several efforts as required by changing priorities.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.