Digital Platforms Administrator

Position Function:

The Digital Platforms Administrator will oversee the daily operations and performance of the bank's digital platforms, ensuring seamless functionality and an optimal customer experience. This role is critical in managing platforms such as online and mobile banking, digital account opening, digital loan origination, and embedded solutions. The position requires close collaboration with internal stakeholders, external vendors, and cross-functional teams to maintain operational excellence, ensure timely releases, and quickly address platform issues.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

Platform Operations Management:

• Oversee the day-to-day operations of all digital platforms to ensure seamless customer experience and high system availability.
• Monitor platform performance and proactively identify opportunities for optimization.
• Manage relationships with platform vendors, ensuring adherence to SLAs and alignment with business objectives.

Release and Change Management:

• Plan and coordinate platform releases, including enhancements, upgrades, and new features.
• Develop and execute testing plans for new releases, ensuring functionality and minimizing disruptions.
• Collaborate with IT and development teams to manage system updates and resolve compatibility issues.
• Defect Management and Issue Resolution:
• Track and prioritize reported defects, working with vendors and internal teams to ensure timely remediation.
• Serve as the primary point of escalation for platform-related issues, ensuring rapid and effective resolution.
• Conduct root cause analysis for recurring issues and implement preventive measures.

Vendor Management:

• Act as the primary interface with third-party vendors, managing contracts, service levels, and ongoing relationships.
• Evaluate vendor performance and recommend changes as needed to meet organizational goals.

Testing and Quality Assurance:

• Oversee platform testing processes, including user acceptance testing (UAT), regression testing, and performance testing.
• Ensure testing protocols align with industry standards and regulatory requirements.

Collaboration and Stakeholder Engagement:

• Partner with product managers, IT, compliance, and other teams to ensure platform alignment with strategic goals.
• Communicate updates on platform performance, enhancements, and issue resolution to key stakeholders.

Compliance and Risk Management:

• Ensure all platform operations adhere to regulatory standards and internal policies.
• Proactively identify and mitigate risks associated with platform operations.

Minimum Qualifications:

Education:

• High School Diploma or GED equivalency required.
• Bachelor’s Degree from an accredited 4-year university in Business, Information Technology, or a related field preferred.

Experience:

• 6+ years of experience managing digital platforms or operations in financial services or a related industry required.
• 6+ years of experience in release management, vendor relations, and defect resolution required.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.