Description
Work Location
This position is a hybrid role with a combination of working both onsite at our Headquarters building in East Lansing and at home. A schedule of expected onsite and remote work days will be discussed during the interview process.
Position Summary:
The Digital Employee Experience Manager oversees the direction and effective operation of the Digital Employee Experience team. The Digital Employee Experience Team partners with teams across the Credit Union to build a positive work environment for employees through the digital aspects of their jobs so that the tools they use help them do their jobs with ease and fosters teamwork. This position ensures superior service and support for the end point devices and collaboration tools used by employees of the Credit Union and is responsible for the efficient, effective operation of this area in accordance with established Credit Union policies, procedures, strategic goals, and mission. The Digital Employee Experience Manager serves as the technical and business interface with credit union management and third party vendors as well as plans strategic short and long term goals for the Digital Employee Experience team.
Essential Duties and Responsibilities:
Digital Employee Experience Manager
Responsible for the management of day-to-day operations of the Digital Employee Experience team including; staffing, scheduling, and ensuring employees meet their annual training requirements and goals as well as day-to-day application support, problem resolution, and enhancement requests from throughout the Credit Union.
Responsible for mentoring and fostering the overall development of the Digital Employee Experience employees, including; selection and hiring, training and ongoing development, coaching, and promotion and performance evaluation.
Monitor and follow up on tickets to ensure service delivery, especially those that are overdue or close to being overdue to ensure prompt resolution and meet service expectations.
Develop, monitor, measure, and reinforce service levels and support expectations for all application systems to ensure appropriate delivery to the Credit Union.
This role requires a diverse background in overseeing both modern cloud-based solutions as well as end point devices and collaboration tools.
Oversee enterprise wide platforms such as Distance Communication and Collaboration.
Oversee projects encompassing the entire project life cycle from analysis, research, and design, configuration, testing/quality assurance, documentation, deployment, maintenance, and support.
Articulate solution alternatives that best solve existing business problems.
Strong ability to plan work across teams, manage timelines and processes to achieve continual success.
Engage and motivate a team of employees, contractors, and vendors.
Coordinate development efforts across internal and external teams and instill best practices.
Ensure there are robust procedures and processes within the Application Services team.
Oversee research for technology solutions and create proposals and project plans with employees encompassing research, analysis, feasibility, cost justification. Then oversee the selection, purchase, and implementation of said solutions or enhancements.
Ensure employees meet deadlines and deliver necessary resources on their assigned tasks for Credit Union wide projects.
Lead team meetings and conduct written and/or verbal presentations to department, management, and Credit Union staff.
Approves schedules, assigns work to, approves and arranges for training as necessary, and develops and communicates the career progression and advancement opportunities for team employees.
Reviews and negotiates Information Technology vendor contracts for competitiveness and performs or oversees vendor due diligence as prescribed by Credit Union policy.
Ensures the Credit Union vendor applications are secure and perform within established guidelines in relation to established service levels, policies, and procedures.
Ensures team employees coordinate with vendors for the repair and maintenance, routine or otherwise, of their systems and programs.
Develop relationships with third party vendors for assigned projects, including communicating via email, phone, etc., arranging meetings, and discussing questions and requirements in order to complete assigned projects. Responsible for escalating service and audit issues and needs as necessary with vendors and internally with leadership at the Credit Union.
Oversees periodic audits of software and connections to ensure compliance with Safeguarding Member Information Standards and Procedures, Credit Union policies and to guard against unauthorized users and to prevent the introduction of any undesirable or destructive software.
Provides guidance and direction to other management and staff for special system capabilities or problems and resolutions.
Provide leadership, vision and direction to the applications organization to ensure it will contribute to the company achieving its goals.
Work with CIO and other IT leaders to develop overall IT strategy in the context of the business strategy and initiatives of MSUFCU.
Develop productive relationships with business leaders and product owners across the organization to influence how applications can enable new sources of value.
Ensure that applications processes (including those of external service providers) are conducted in line with corporate social responsibility, environmental and technical policies and applicable standards and legislation.
Manage application group personnel, developing their skills and capabilities to meet the needs of the organization, as well as building on existing recruiting capabilities and working with contract workers to address new needs and skills gaps.
Manage relationships... For full info follow application link.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
