Summary
As the Manager, Universal Banking, your department/organization is the first point of contact for many clients seeking assistance with their accounts, online banking, and other financial products via digital channels. This will be done by managing a team of virtual banking specialists to provide high-quality service via chat, email, secure messaging, and video banking.
The Manager of Universal Banking & Digital Client Experience provides strategic leadership and oversees the daily operations of the bank's digital support channel - a multi-channel service organization delivering support through video banking, web chat, secure email, and emerging digital platforms. This role shapes the vision for a seamless, client-centric experience across all remote and digital channels while ensuring maximum client satisfaction, increased digital adoption, regulatory compliance, and continuous improvement.
This leader oversees a blended team of universal banking professionals, driving performance, service quality, and digital adoption. The Manager partners closely with senior leadership to influence enterprise-wide initiatives related to digital banking, client experience, and operational efficiency, while guiding the evolution of digital tools and self-service capabilities.
Responsibilities
Strategic Leadership
Develop and execute the strategic roadmap for Universal Banking and Digital Client Experience.
Advise/present to senior leadership on digital banking strategy, operational performance, and client experience trends.
Lead cross-functional initiatives that enhance digital adoption, streamline operations, and elevate the client experience and simplify tasks increasing self-service options.
Operational Excellence
Oversee multi-channel service delivery across video, chat, phone, and digital support, ensuring achievement of SLAs, KPIs, and quality standards. This includes monitoring performance metrics (CSAT, Average Handle Time, First Point of Contact Resolution, Client Effort Score) fostering a high-performance, client-centric culture.
Improve processes, methods, procedures and coordinating activities with other internal/external business partners.
Direct the creation of executive-level reporting and insights to inform strategic decisions.
Ensure compliance with regulatory requirements, internal controls, and audit standards.
Executive Communication & Influence
Prepare and deliver presentations, business cases, and performance updates to senior leadership.
Represent the department in enterprise committees, cross-functional workgroups, and strategic planning forums.
Influence organizational decision-making through data-driven insights and clear communication.
Leadership & Talent Development
Lead, mentor, and develop supervisors and other members of UBC team.
Implement leadership development, succession planning, and coaching programs.
Foster a culture of accountability, innovation, and high performance.
Define, manage, and ensure delivery of department training for new hires and additional training / re-training to support new processes, products, and tools.
Supervise all UBC associates including interviewing, hiring, coaching, scheduling, and providing feedback to staff of approximately 17 associates.
Client Experience & Digital Innovation
Provide guidance to business units based on client feedback that drive the evolution of digital banking tools, including mobile deposits, smart ATM/ITM capabilities, alerts, chat platforms, and other self-service channels.
Partner with Product, IT, Compliance, and Operations to implement enhancements that improve client experience and operational efficiency.
Lead digital adoption strategies and client education initiatives.
Risk, Compliance & Quality
Ensure adherence to all bank policies, procedures, and applicable state and federal regulations.
Oversee risk mitigation, quality assurance, and continuous improvement programs.
Partner with Compliance and Internal Audit to ensure successful audit outcomes.
Cross-Functional Partnership
Collaborate with Retail Banking, Client Care, Lending, and other business units to resolve escalations and improve processes.
Influence enterprise initiatives related to digital transformation and operational efficiency.
Protect all client and bank information confidentially and follow all company policies.
Understand, communicate, and instill the Company's mission, vision, and values (Pillars of Success).
Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
Working at the worksite during regular business hours and/or assigned hours.
Other specified duties as assigned.
Compensation & Benefits (for HR USE ONLY)
The Universal Banking Center Manager position pays a minimum of $70,000 - $95,000.
Full-time associates are eligible for our benefits package:
Medical
Dental
Vision
401(k) plan
Company paid life insurance
Short and Long-term disability insurance
Company paid vacation, paid leave and holidays
This position will remain open until a qualified applicant is hired.
Skills
Strong executive presence with the ability to communicate complex information clearly to senior leadership.
Proven ability to lead leaders and develop high-performing teams.
Skilled in changing leadership and organizational transformation.
Strong strategic thinking and business acumen.
Advanced analytical skills with the ability to interpret KPIs and performance trends.
Experience with digital banking platforms and client experience technologies. Ability to monitor dashboards and d
Deep understanding of banking operations and multi-channel service delivery.
Ability to leverage existing analytics tools to drive team and individual performance.
Ability to solve complex operational challenges and drive continuous improvement.
Exceptional written and verbal communication skills across in-person, virtual, and digital channels.
Ability to influence cross-functional partners and build strong organizational relationships.
Commitment to delivering a positive, client-centric experience.
Education & Experience
3+ years of leadership experience in a digital support, call center, or chat environment.
Experience leading multi-channel or digital service teams strongly preferred.
Demonstrated success in strategic planning, operational excellence, and cross-functional leadership.
Strong analytical skills to interpret data and performance metrics.
Physical Requirements
The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position requires lifting and/or the exerting of up to 10 pounds of force.
Equal Opportunity Employer/Disabled/Veterans
Academy Bank and Armed Forces Bank provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, protected veteran status, disability. Academy Bank and Armed Forces Bank provides affirmative action data on protected veteran status or disability. If you need an accommodation for any part of the employment process, please email humanresources@dfckc.com
