Vice President of eServices

Job Description

Job DescriptionDescription:

Job Summary: The Vice President of eServices leads the contact center, payments, cards, Interactive Teller Machines (ITM), and member facing fraud teams. This role drives electronic delivery channel initiatives to improve service delivery, enhance member experience and operational efficiency, ensuring we meet the evolving needs of our members in a competitive landscape.

Job Qualifications: College degree in relevant field or equivalent experience preferred. Minimum of five years’ experience in a financial services organization.

Essential Functions:

• Provide leadership, strategic direction, and resource stewardship to the contact center, payments, cards, ITM, and member facing fraud teams.
• Collaborate with executive leadership in setting and driving organizational vision and operational strategy designed to accommodate the sustained growth objectives of the credit union.
• Develop and deliver solutions that enhance member experience across all electronic and payment channels.
• Create strategic plans and recommendations to ensure we meet the evolving needs of our members in a competitive landscape.
• Manage teams and processes that improve forecasts and staffing plans; develop plans to address periods of increased call volume, ITM engagements or payment processing activities.
• Manage overall operational and compliance performance to meet or exceed defined member service expectations.
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Prepare departmental performance reports by collecting, analyzing, and summarizing data and trends.
• Maintain and improve department operations by monitoring systems and process performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs.
• Builds strong collaborative relationships across functional areas within the organization.
• Maintain professional and technical knowledge by tracking emerging trends in electronic services operations, reviewing professional publications, and benchmarking industry leading practices.
• Implement effective training, coaching and development plans to enhance member experience across digital channels.
• Lead by example, by maintaining high standards of excellence and sustaining a culture of high morale and engagement by developing comprehensive employee engagement plans.
• Manages and optimizes end-to-end ITM, card and payment operations, including transaction processing, settlement, and reporting.
• Develops and enforces policies, procedures, and performance metrics to drive operational excellence, compliance, and member satisfaction.
• Builds and leads a high-performing team including onboarding, training, coaching, and performance development.
• Develops and supports executive reporting capturing key performance indicators.
• Collaborates with internal teams and external partners to identify and implement workflow improvements.
• Implement fraud prevention strategies and tools to mitigate digital, card and payment risks.
• Partners with Technology to implement and/or improve digital and payment strategies.
• Partners with Compliance and Risk to mitigate fraud risk and maintain digital and payment compliance.
• Works closely with other departments to ensure members receive the best digital and payment experience.
• Maintains a deep understanding of payment rules. i.e. Mastercard, Reg E, NACHA, and Instant Payments (FedNow & RTP).
• Ensures all digital banking, payment and card operations comply with relevant laws, regulations, standards, and internal policies.
• Identifies and leads initiatives to streamline operations, reduce costs, and enhance member experience across all channels.
• Stays current on industry trends, technologies, and regulatory changes to ensure the organization remains competitive and forward-looking.
• Maintains a relationship with digital service, card and payment vendors.
• Oversees area specific vendor performance, service delivery, and compliance with service level agreements (SLAs), escalating and resolving issues as needed.

Requirements:

Skills/Abilities/Knowledge:

• Must have an advanced understanding of credit union or banking operations.
• Must have strong interpersonal and leadership skills; able to influence, motivate, and build effective cross-functional teams.
• Must have a strategic mindset with the ability to analyze data and trends to drive performance improvements.
• Must have strong verbal and written communication skills, with the ability to effectively communicate change and organizational priorities.
• Must have a high level of organization and attention to detail, managing multiple priorities with minimal supervision.
• Must have a demonstrated ability to navigate and resolve complex operational challenges and regulatory issues.
• Must have proficiency in Microsoft Office applications (Word, Excel, Outlook) and core banking systems.
• Must have high ethical standards, discretion, and a commitment to confidentiality.
• Should possess a strong commitment to providing exceptional service to Enrichment Federal Credit Union’s members.

Mental & Physical Requirements: Requires sitting 6-8 hours a day; Stress related to important decisions. Must be able to work a flexible schedule to include weekends and occasional after hours as necessary.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. This job description does not constitute a written or implied contract of employment. I acknowledge receipt of this job description.