[Hiring] Digital Operations Team Lead @MVB

Role Description

The Digital Operations Team Lead position serves as a senior operational resource within the Digital Operations team, providing day-to-day guidance, quality oversight, and coaching to Digital Operations Analysts supporting MVB’s consumer and business online banking products and services. This role combines hands-on digital banking administration with team-level responsibilities including quality control reviews, performance tracking, process improvement, and training. The Digital Operations Team Lead acts as an escalation point for complex issues, ensures adherence to departmental standards, and partners with Retail, Commercial, and Treasury lines of business to support client onboarding and product adoption. Client and internal stakeholder interactions will include phone, email, chat, and demo support.

What You'll Do

• Maintain quality control and check back standards through reviews of all completed digital maintenance activities
• Track team performance and adherence to standards via metric reporting and performance dashboards
• Coach and train Digital team members on processes, communication and performance improvement
• Review internal procedures for accuracy and enhancement updates
• Perform daily administration duties including building and coding online banking profiles as per procedures and client agreements, daily report monitoring, and enrolling or updating businesses products and services (i.e. ACH, wire, Remote Deposit Capture, bill pay, positive pay, Estatements)
• Facilitate, install and train new Online Banking, Remote Deposit Capture and Positive Pay clients
• Assist Retail, Commercial, and Treasury teammates with sales presentations of online banking and RDC products
• Provide one-on-one end-user, tier two issue resolution support for consumer and business products and services via phone, email or chat
• Support mRDC, mobile banking, and bill pay
• Support testing and implementation of changes relating to business online banking features (including ACH, wires, positive pay, etc.)
• Identify problems and/or potential problems and take the necessary steps to resolve or escalate
• Routinely provide enhancement recommendations or efficiencies
• Routinely provide training support for internal MVB teammates and other lines of business
• Provide back-up support to other department roles
• Work with minimal supervision

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Finance, or a related field; or equivalent combination of education and experience
• Minimum 5 years of experience in digital banking operations, online banking support, or a related function within the financial services industry
• Demonstrated experience coaching, mentoring, or providing work direction to team members
• Working knowledge of consumer and business online banking platforms, including product setup, maintenance, and troubleshooting
• Knowledge of applicable state and federal banking compliance regulations and bank operational policies
• Experience with Jack Henry and Q2 digital banking platforms preferred
• Previous experience leading quality assurance reviews or audit-readiness activities in a banking operations environment preferred
• Experience developing or maintaining performance dashboards and operational metrics preferred
• Proficiency in MS Office Suite and Outlook
• Strong time management skills with the ability to prioritize competing demands across individual and team-level responsibilities
• Effective oral, written, and interpersonal communication skills with the ability to interpret documents, write reports and correspondence, and communicate clearly with clients and teammates
• Ability to work in a fast-paced environment and manage multiple workstreams simultaneously
• Ability to analyze and resolve complex problems involving multiple facets and variables in non-standardized situations

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Education & Tuition Expense Reimbursement
• PTO and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage