BUSINESS SYSTEMS MANAGER

BUSINESS SYSTEMS MANAGER

Department: BUSINESS SYSTEMS

Classification: Exempt

Reports to: VP of IT

GENERAL DESCRIPTION:

The Business Systems Manager is responsible for organizing, planning, and directing the activities of the Business Systems department. Assists in designing, delivering, and improving in-house software applications and technology. The Business Systems Manager supports end users in the organization by providing guidance on how to use various software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers. The Business Systems Manager also provides support and guidance to the Business Systems team, serves as the first point of contact for escalated issues or technical troubleshooting, and schedules and facilitates meetings with internal and external stakeholders.

ESSENTIAL FUNCTIONS:

1. Assist the VP of IT with long-term and short-term Business Systems planning.
2. Maintain and enhance the performance of all new and existing software and applications across the organization.
3. Learn and master the diverse functions of our origination systems, online banking platform, document imaging, core system, and any additional systems.
4. Proactively seek opportunities to optimize and enhance technology portfolios, capabilities, and processes.
5. Identify opportunities for improvement within business processes, make recommendations for change, and identify flaws in logic or assumption errors.

1. Research, evaluate, and recommend application process improvements for efficiency, quality control, and compliance.
2. Serve as liaison between business clients, vendors, and technical staff throughout the life cycle of projects or process improvements. Coordinate effectively with other business unit leaders.
3. Assist with technical implementations to ensure they meet business requirements.
4. Monitor incoming help desk tickets from end users and ensure they are answered and resolved quickly and appropriately. Create and respond to support tickets between the credit union and third-party vendors to ensure issues are resolved quickly and effectively.
5. Communicate application problems and issues to key stakeholders, including management, end users, and unit leaders.
6. Monitor and manage the workload of Business Systems team members by delegating or reassigning tasks to ensure the team works efficiently and effectively.
7. Ensure the team stays up to date on third-party vendor software release notes. Test new features and confirm they work as expected before going into production. Test fixes and perform post-resolution follow-ups to ensure issues are resolved.
8. Supervise and mentor Business Systems team members, facilitate team meetings, and foster a collaborative environment. Provide leadership to personnel through effective objective setting, delegation, and communication. Conduct performance appraisals as required. Direct, schedules, and coordinate department functions.
9. Conduct monthly one on ones with documentation to provide coaching to team members. Discusses area needing improvement and changes in procedures/processes.
10. Develop and maintain documentation and ensure team knowledge of updates.
11. Ensures staffing levels are appropriate and Human Resources are effectively utilized. Interviews, hires, trains, and assigns personnel.
12. Contribute to strategy development, align the team with organizational objectives, and stay informed about industry trends.
13. Keep abreast of current internal communications in email, voicemail, and Teams.
14. Follow security procedures and processes.
15. Successful completion of the required annual compliance training.
16. Assumes responsibility for related duties and additional tasks as assigned.
17. Travel may be required.
18. Adheres to the Credit Union’s core values in carrying out Carolinas Telco’s mission and vision.
19. Comply with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

PERFORMANCE MEASUREMENTS

1. Carolinas Telco FCU Business System processing functions are efficiently, effectively, and accurately performed per established policies, standards, and program requirements.
2. Department personnel are well trained, effective, efficiently utilized and well supervised. Assistance is provided as needed. Annual performance appraisals are completed in a timely manner.
3. Complete technology testing and updates within the applicable SLA.
4. Professional business relations exist with customers, institutions, and businesses. Assistance is provided as needed. Good working relations exist with credit union personnel.
5. Exhibits ongoing commitment to the enactment of organizational core values.

QUALIFICATIONS:

1. Bachelor’s degree in Computer Science, Information Systems, or a related field.
2. Management experience preferred.
3. Knowledge of and experience with cloud-based applications, software, and Microsoft 365.
4. Strong analytical and problem-solving skills.
5. Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
6. Experience working in JIRA or Confluence.
7. Attention to detail and effective writing and verbal skills.
8. Self-directed with the ability to meet project deadlines.

1. Work effectively with key stakeholders to complete tasks
2. Knowledge of financial institution products, services, policies, and procedures

DISCLAIMER AND ACKNOWLEDGEMENT

Position descriptions possess the essential functions and basic duties of the role. Peripheral tasks may have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements contained above be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. Position descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. Equal Opportunity Employer: M/F/Disability/Veteran.

I have received a copy of the above position description and understand the role’s expectations for performance. I understand that should I have questions or need additional directions, it is my responsibility to seek clarification and/or assistance from my direct supervisor.

Employee Signature: __________________________________________ Date: _________________

Supervisor Signature: __________________________________________ (Witness)