Digital Branch Operations Manager

ACCESSbank is a locally owned community bank based in Omaha, built on strong relationships, high-touch service, and a deep commitment to the communities we serve. Since opening in 2007, we’ve grown into a top 10 bank in our market while remaining intentionally local and people-first.

We’re proud to be recognized as a Best Bank to Work For by American Banker, Best Bank by B2B Magazine, and a Forbes Best-in-State Bank. Most importantly, we’re proud of the trust our clients place in us and the role our employees play in helping relationships and communities thrive.

As ACCESSbank continues to invest in the future of banking, we are seeking a Digital Branch Operations Manager to lead our growing Digital Branch team. This position combines people leadership, operational excellence, client experience, and innovation while supporting digital channels including ITM, phone, chat, and digital banking services. We're looking for a leader who is comfortable navigating change, building new processes, and helping create the roadmap for a rapidly evolving area of the bank.

Responsibilities:

• Lead, coach, and develop Digital Engagement Specialists and Client Support Specialists to achieve service, operational, and performance objectives.
• Conduct performance management activities, including coaching, goal setting, performance reviews, and professional development planning.
• Foster a culture of accountability, collaboration, client advocacy, and continuous improvement.
• Ensure team members are trained, cross-trained, and proficient in systems, processes, policies, and procedures.
• Support recruiting, hiring, onboarding, and succession planning efforts within the Digital Branch.
• Oversee the daily operation of the Digital Branch, ensuring consistent service delivery across ITM, chat, phone, and digital banking support channels.
• Monitor service levels, response times, quality metrics, and client satisfaction results while implementing improvements as needed.
• Manage scheduling and workforce planning to ensure appropriate staffing levels and coverage across all digital channels.
• Establish and maintain service standards that align with the Bank's relationship-based approach to banking.
• Ensure operational workflows are completed accurately, efficiently, and within established service expectations.
• Champion a consultative, relationship-focused service model within all digital channels.
• Monitor client interactions and quality assurance results to ensure consistent delivery of the ACCESSway experience.
• Serve as an escalation point for complex client situations and service recovery opportunities.
• Partner with branch teams and business lines to ensure a seamless client experience across all delivery channels.
• Support growth initiatives through referral generation, relationship expansion, and digital adoption efforts.
• Oversee fraud monitoring, case management, digital banking support, account administration, and client servicing activities performed within the Digital Branch.
• Ensure compliance with all Bank policies, procedures, regulatory requirements, and audit standards.
• Review trends related to fraud, client complaints, operational losses, service disruptions, and process inefficiencies, implementing corrective action when needed.
• Maintain oversight of documentation, tracking systems, service logs, and reporting requirements to ensure audit readiness.
• Act as the primary escalation point for operational, system, and client service issues, coordinating resolution with internal partners when necessary.
• Partner with Information Technology, Deposit Operations, Treasury Management, Compliance, and other departments to support digital channel performance and service delivery.
• Identify opportunities to improve processes, technology utilization, operational efficiency, and client experience outcomes.
• Support implementation of new products, systems, workflows, and enhancements impacting digital banking and remote service delivery.
• Utilize key performance indicators and reporting data to drive performance, staffing, and operational decisions.