Key Responsibilities and Required Skills for E-Services Manager

🎯 Role Definition

As our E-Services Manager, you will be the strategic leader and primary owner of our entire digital services ecosystem. You are tasked with envisioning, developing, and executing the roadmap for all online, mobile, and electronic service delivery channels. This is a highly visible, cross-functional role that bridges the gap between technology, marketing, operations, and member experience. You will be responsible for not just maintaining our current platforms but for innovating and driving the future of our digital presence, ensuring we provide secure, intuitive, and best-in-class services that meet and exceed the evolving expectations of our user base. Your success will be measured by user adoption, platform stability, customer satisfaction, and the successful launch of new digital products and features.

📈 Career Progression

Typical Career Path

Entry Point From:

Digital Banking Specialist / Analyst
Senior Product Owner (Digital/Mobile)
IT Project Manager (with a focus on customer-facing applications)

Advancement To:

Director of Digital Strategy / Digital Experience
VP of Digital Services / Digital Transformation
Chief Digital Officer (CDO)

Lateral Moves:

Senior Product Manager (Digital)
Director of Customer Experience (CX)

Core Responsibilities

Primary Functions

Develop and execute a comprehensive, forward-looking strategic plan for all e-services, including online banking, mobile applications, bill pay, remote deposit capture, and other digital payment solutions.
Manage the complete product lifecycle for digital services, from conceptualization and business case development through to launch, optimization, and eventual sun-setting.
Act as the primary liaison and relationship manager for all third-party e-service vendors, negotiating contracts, monitoring service level agreements (SLAs), and driving vendor performance.
Oversee the day-to-day operations and performance of all digital platforms, ensuring high availability, security, and a seamless user experience.
Lead cross-functional project teams, including IT, marketing, compliance, and operations, to successfully deploy new digital products, features, and enhancements on time and within budget.
s- Utilize web analytics, user data, and market research to deeply understand user behavior, identify pain points, and uncover opportunities for improvement and innovation.
Define, track, and report on key performance indicators (KPIs) for digital channel usage, adoption, user satisfaction, and transaction volume to senior leadership.
Champion a user-centric design philosophy, collaborating with UX/UI teams to conduct usability testing and ensure that all digital interfaces are intuitive, accessible, and effective.
Maintain a deep understanding of the competitive landscape and emerging fintech trends to ensure the organization's digital offerings remain competitive and relevant.
Manage the departmental budget for e-services, including forecasting expenses, managing project costs, and ensuring a positive return on investment.
Develop and implement comprehensive risk management and security protocols for all e-service channels in collaboration with IT Security and Compliance departments.
Create and oversee the execution of marketing and communication plans aimed at driving awareness, adoption, and engagement with our digital services.
Serve as the subject matter expert on all digital services, providing training, documentation, and support for frontline staff to ensure they can effectively assist customers.
Lead the response and resolution process for escalated member issues and system-level problems related to digital channels, ensuring timely communication and minimal disruption.
Collaborate with the compliance department to ensure all digital services and communications adhere to relevant industry regulations (e.g., FFIEC, ADA, Reg E).

Secondary Functions

Develop and maintain a multi-year digital product roadmap, presenting business cases for new investments to the executive team.
Manage and mentor a team of digital service specialists or analysts, fostering their professional growth and development.
Partner with the data analytics team to build out dashboards and reporting that provide actionable insights into digital channel performance.
repo- Represent the organization at industry conferences, seminars, and user group meetings to stay current with digital service trends and network with peers.
Conduct regular audits of digital channel content and functionality to ensure accuracy, consistency, and alignment with brand standards.
Support ad-hoc data requests and exploratory data analysis to answer critical business questions.
Contribute to the organization's broader data strategy and roadmap.
Collaborate with various business units to translate their digital needs into technical and functional requirements.
Participate in sprint planning, retrospectives, and other agile ceremonies within the technology and product development teams.

Required Skills & Competencies

Hard Skills (Technical)

Digital Platform Management: Extensive experience managing core online and mobile banking platforms (e.g., Fiserv, Jack Henry, Q2, Alkami).
Web/Mobile Analytics: Proficiency with analytics tools like Google Analytics, Adobe Analytics, Firebase, or Mixpanel to track user behavior and KPIs.
Project Management: Strong knowledge of project management methodologies (Agile, Scrum, Waterfall) and software (Jira, Asana, Trello).
mult- Vendor Management: Proven ability to manage vendor relationships, negotiate contracts, and enforce Service Level Agreements (SLAs).
Data Analysis & Reporting: Skill in manipulating data and using visualization tools (Tableau, Power BI) to create insightful reports and dashboards.
UX/UI Principles: Solid understanding of user experience (UX) and user interface (UI) design principles and best practices for web and mobile.
Content Management Systems (CMS): Experience working with CMS platforms to manage digital content and user-facing information.
Technical Acumen: Familiarity with APIs, system integrations, and the technical architecture of digital service delivery.

Soft Skills

Strategic Thinking: Ability to see the big picture, analyze market trends, and develop long-term plans that align with business goals.
Leadership & Influence: Capable of leading cross-functional teams and influencing stakeholders at all levels of the organization without direct authority.
Communication: Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical audiences.
Customer-Centric Mindset: A genuine passion for understanding and serving the customer, making their experience the top priority in all decisions.
Problem-Solving: Strong analytical and critical-thinking skills to identify, troubleshoot, and resolve complex operational and technical issues.
Adaptability: Thrives in a fast-paced, evolving digital landscape and can pivot strategies in response to new information or changing priorities.

Education & Experience

Educational Background

Minimum Education:

Bachelor's Degree

Preferred Education:

Master's Degree (MBA, Technology Management, or a related field)

Relevant Fields of Study:

Business Administration
Information Technology / Information Systems
Finance
Marketing

Experience Requirements

Typical Experience Range:

5-8 years of progressive experience in managing digital products, online/mobile banking, or e-commerce platforms. A minimum of 3 years in a leadership, supervisory, or strategic management role is required.

Preferred:

Direct experience within the financial services industry (bank or credit union) is highly preferred.
Demonstrable track record of successfully launching and managing digital products that resulted in significant user growth and satisfaction.