The Project Administrator will be responsible for driving complex, high priority, projects or component phases of larger programs, using Agile and Waterfall methodologies. Accountable for delivering projects on time, within budget, and within scope. Required to lead and coordinate cross-functional, cross-departmental, cross-company teams that are responsible for all aspects of a project, from initiation to closure. Must be able to handle multiple projects and assignments concurrently. Assignments will be strategic in nature, requiring post-holder to exercise creativity, flexibility, self-motivation and initiative while conceptualizing the organization’s vision. Will develop and execute project plans, project documentation and manage project communication and expectations.
Responsible to act as the primary point of contact for member support groups. Position will be responsible for the resolution of escalated issues regarding any digital services. Will coordinate communications between all member communication channels regarding the use of digital services. Tracks and maintains reports relating to digital services. Responsible for department sites which will include the updating of all project information and ongoing statistical analysis. This position is a front-line position that will contact members regularly either via email or phone to resolve issues relating to digital services. Will also be required to conduct trainings about the digital services for various departments and branches.
Assists Digital Testing to schedule and complete testing of any new digital services products or changes to existing digital services products. Conducts a final review of each testing project before signing off. #IND21
1. Responsible for driving projects using proper project management processes.
a. Position will be required to develop project management plans that effectivity outline project scope, goals, budget, timeline and deliverables for keeping project on track.
b. Required to develop documents, including but not limited to:
i. Business requirements, technical design documents, work breakdown schedules, detailed timelines, risk matrices, and status reports.
ii. Plans for scope, risk, cost, resource, schedule and change management, communication, procurement, and quality.
iii. Maintain tracking sheets for risks, issues, defects, dependencies, budget, resource allocation.
iv. Writes procedures, policies and frequently asked questions related to digital projects/services, assists in developing trainings.
c. Position requires the ability to embrace change and quickly adapt to new situations, changes in direction, and altering priorities. Frequently required to demonstrate critical thinking, providing options and recommendations relating to resolving issues, mitigating risks, and resolving escalated items.
d. Perform risk mitigation planning and manage stakeholder expectations.
e. Facilitates meetings that drive projects and lead project team in brainstorming, root cause analysis, or similar problem-solving techniques to assist in resolving issues, architecting solutions, or defining process improvements.
f. Support the Product Development Life Cycle (PDLC) as a steward for compliance/ governance and as a custodian of metrics for the development teams to show the health of projects
g. Manage projects proactively and assertively, ensuring goals and milestones are met by rigorous follow through, clear thinking, and being unafraid to ask challenging questions.
2. Responsible for coordination and communications between vendors and AFCU personnel relating to the development, testing, implementation and/or support of AFCU's digital services
a. Coordinates with vendors and AFCU personnel for development and implementation of new digital services and enhancements to existing digital services.
b. Communicates with vendors and management to ensure that products fit the needs of the credit union and are secure and user friendly.
c. Documents all vendor relations with regard to contracts, product development, testing and implementation.
d. Communicates with vendors to plan and schedule meetings and calls to facilitate the projects as needed.
3. Assumes responsibility for effective digital services planning.
a. Assists Management in coordinating and managing projects for the Digital Services Department.
b. Works with Digital Testing to develop and implement testing plans, and procedures which increases the number of members served, the quality of service and the quality of the product.
c. Continually evaluates established systems and procedures and updates or modifies them as necessary. Ensures that services are in line with evolving industry trends and user friendly.
d. Assists in the development of new mobile banking, online banking, card guard and other digital products and services, with member in mind.
e. Coordinates and manages departmental testing activities with Programming and Quality Control, supporting, and enhancing the use of automated services.
f. Tracks programming requests submitted by the digital services department and maintains documentation relating to such requests.
4. Assumes responsibility for the effective administration of digital services department functions.
a. Oversees day to day testing operations of the Mobile Banking and Card Guard applications and Online Banking website and other digital services in place at the credit union.
b. Ensures accurate reporting and documentation of digital services testing for all digital products.
c. Pursues, supports, and encourages new technology and ideas in attempting to provide better member services.
d. Ensures that department testing operations are in accordance with established policies and procedures.
e. Maintains and reports statistical information related to digital services on a monthly basis.
f. Documents all processes.
5. Assumes responsibility for ensuring effective member functionality in our digital services.
a. Ensures that members are well served in accessing on-line resources and troubleshooting account problems. Provides information, answers questions and tracks and resolves problems promptly.
b. Works to ensure accuracy and timeliness of all digital services projects.
c. Identifies opportunities to improve user satisfaction. Maintains supportive relationships with the e-Services department, e-Support department, the Member Service Call Center, Programming, Quality Control, IT and other staff and our members to ensure that their needs are met.
d. Provides branch and department training of AFCUs online services.
e. Ensures that the Credit Union's professional reputation is projected in all on-line processes.
6. Assumes responsibility for maintaining professional business relations with external support and technical service contacts.
a. Develops and maintains effective relations with vendors and service providers in testing upgrades and in the development of new services.
b. Preserves professional relationships with outside vendors when requesting system assistance and/or providing system or product support.
c. Provides information and assistance as requested.
7. Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and with management.
a. Maintains regular contact with all departments to obtain information and to correct errors digital services. Distributes materials on updated processes and provides support for testing issues.
b. Assists area personnel with system operations.
c. Informs management of area activities. Notifies supervisor of operating problems that cannot be corrected by routine procedures.
d. Attends meetings as assigned.
e. Completes records, reports, and logs in a timely manner.
8. Responsible for digital services Issue Resolution and the communication of solution to the affected parties.
a. Coordinate with the Member Service Call Center, Service Quality and E-Support to gather data used in troubleshooting Mobile and Online Device functionality.
b. Communicates regularly with members to resolve digital services related issues. Documents all solutions and or issues.
c. Delivers reports to support groups and management regarding digital services issues and resolutions.
d. Provides support and assistance to Department testing personnel as needed.
9. Assumes responsibility for related duties as required or assigned.
a. Keeps work area clean, secure, and well-maintained.
b. Completes special projects as assigned.
c. Stays current on the latest trends in on-line service technology and product testing.
· High school diploma. College Diploma preferred. Additional college computer training preferred.
· Knowledge of digital hardware and software including and knowledge of digital features:
o Bill Pay, Mobile Deposit, Transfers, Spending Categorization, Budgets, statements, enrollment, gift cards, visa disputes, card activation, lost/stolen, check images, contact information, account linking, account aggregation, money manager, quicken, nicknames, loan applications, memos, history, favorite accounts, recurring future dated transfer, card guard, sub-users, picture perfect, member selected pin, etc. Internet functions, multimedia presentations, word processing, and graphics applications. Ability to understand software which supports member digital services and systems.
· Demonstrated Member Service Excellence Preferred.
· Demonstrated Project Coordination Experience Preferred.
· Supervisory Experience Preferred.
· Excellent time management, planning, and organizational skills. Ability to document, keep records, maintain logs and reports. Able to communicate complex testing information clearly.
· Attentive to detail.
· Strong leadership and problem-solving skills.
· Able to coordinate well with other departments and personnel. Ability to operate all related computer applications.