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 70 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 24 branch offices in southeast Michigan. We have over 450 team members, more than 150,000 members, $4 billion in assets, and a 97% 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. With regular coaching and continuing education, we grow champions - team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press twelve years in a row.

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

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Leads MSGCU's digital services department through management of our digital services product offerings, operations, research, and implementation of member and internal digital technology and integration of digital services within MSGCU. Delivers a high-quality member experience and increased member penetration of digital 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 digital services (e.g., online banking, mobile deposit, QuickPay, bill payment), directly and indirectly through business partners.
• Demonstrates technical savvy by continuously analyzing current member-facing digital systems, processes, and procedures to identify opportunities for improvements. Navigates technical environments to communicate effectively with the Information Technology department and fintech vendors, resolve issues, and bring new products to fruition. Prioritizes solutions that reduce operating costs while maintaining excellent service.
• Serves as subject matter expert for digital service platforms and ensures effective execution and cross-functional collaboration for the implementation and upgrade of digital technologies. Manages vendor communication and relationships to ensure high-quality service delivery to support the digital growth of MSGCU's strategic targets.
• Collaborates with leaders, Marketing, IT, and other departments to develop and integrate digital technologies that increase product usage, support member retention and growth, and optimize delivery through the branch and digital channel. Aligns member-facing technology with strategic goals, ensures secure and seamless experiences, and supports digital aspects of corporate projects throughout the organization.
• Demonstrates resourcefulness by effectively securing and allocating digital tools, vendor support, and organizational knowledge to advance digital services initiatives. Coordinates multiple projects and priorities simultaneously and maximizes available resources to navigate challenges and drive successful outcomes.
• Manages complexity by making sense of 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 by anticipating and assessing their needs to support strategic objectives with a focus on digital services and desired future state.
• Extends MSGCU's competitive advantage by regularly scanning the environment and analyzing competitors to assess emerging opportunities for digital services. Interprets and analyzes business needs and makes recommendations to add value to MSGCU product offering.

• Evaluates, plans, directs, and manages MSGCU's digital 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 digital services initiatives.

• Communicates effectively with Digital Services team and others by integrating digital 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. Exhibits self-awareness by soliciting feedback and using reflection to identify growth opportunities and strengthen leadership.
• 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.

Education and Experience Requirements:

• Bachelor's degree in Business Administration, Information Technology, or related field required; and
• 5 years of related, progressively more responsible work experience within financial services that includes experience with digital products/services, sales, service, and member satisfaction/engagement; and
• 3 years of leadership experience.
• Preference for experience maintaining and managing vendor relationships to support the delivery, performance, and enhancement of digital services.

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.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

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  Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)

  
  
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  If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)

  
  
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  You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)