Digital Operations Team Lead

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Ensure quality control and monitor standards by reviewing all completed digital maintenance tasks.

• Monitor team performance and compliance with standards through metric reporting and performance dashboards.

• Guide and train Digital team members on processes, communication, and methods for performance enhancement.

• Evaluate internal procedures for accuracy and updates for improvements.

• Carry out daily administrative tasks, including but not limited to building and coding online banking profiles in accordance with procedures and client agreements, overseeing daily report monitoring, and enrolling or updating business products and services (e.g., ACH, wire transfers, Remote Deposit Capture, bill pay, positive pay, eStatements).

• Facilitate the installation and training of new clients on Online Banking, Remote Deposit Capture, and Positive Pay.

• Support Retail, Commercial, and Treasury team members with sales presentations for online banking and RDC products.

• Provide one-on-one end-user support for tier two issue resolution concerning consumer and business products and services via phone, email, or chat.

• Assist with mRDC, mobile banking, and bill pay support.

• Aid in testing and implementing changes related to business online banking features (including ACH, wires, and positive pay).

• Identify issues and potential problems, taking appropriate steps for resolution or escalation.

• Regularly offer recommendations for enhancements or efficiencies.

• Consistently provide training support for internal MVB team members and other business lines.

• Serve as backup support for various departmental roles.

• Operate with minimal supervision.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Technology, Finance, or a related field; or an equivalent combination of education and experience.

• At least 5 years of experience in digital banking operations, online banking support, or a related role within the financial services sector.

• Proven experience in coaching, mentoring, or guiding team members.

• Working knowledge of consumer and business online banking platforms, including product setup, maintenance, and troubleshooting.

• Familiarity with relevant state and federal banking compliance regulations and operational policies.

• Experience with Jack Henry and Q2 digital banking platforms is preferred.

• Previous experience in leading quality assurance reviews or audit-readiness activities in a banking operations setting is preferred.

• Experience in developing or maintaining performance dashboards and operational metrics is preferred.

• Proficient in MS Office Suite and Outlook.

• Strong time management abilities with the capacity to prioritize competing demands at both individual and team levels.

• Effective oral, written, and interpersonal communication skills, enabling clear interpretation of documents, report writing, and correspondence with clients and colleagues.

• Capability to thrive in a fast-paced environment while managing multiple workstreams concurrently.

• Proficient in analyzing and resolving complex problems involving various facets and variables in non-standardized situations.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Health Savings Account (HSA), Health Reimbursement Account (HRA), and Flexible Spending Accounts (FSA).

• Short- and Long-Term Disability Plans.

• Group Life Insurance.

• 401K Salary Deferral Plan.

• Wellness Program.

• Education & Tuition Expense Reimbursement.

• Paid Time Off (PTO) and a Unique Vacation Purchase Program.

• Nationwide Pet Insurance Coverage.