Consumer Technical Services Manager

Our values define us and our culture inspires us to change lives for the better. Our employees are the heart and soul of our company, and every success we experience begins with them. Together we are committed to making a positive impact in our local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.

This is a full-time career opportunity that can be remote within the Fulton Bank footprint as follows: DC, DE, MD, NJ, PA, VA.

Responsible for leading and overseeing the LOB technology and systems analysis functions. This role ensures the efficient operation, maintenance, and enhancement of financial center technologies across the Fulton footprint. This role will provide strategic direction, manage vendor relationships, ensure regulatory compliance and drive continuous improvements for client-facing technologies. This role will collaborate with the financial centers and departments across the organization in support of technology that impacts the customer. In addition to hardware technology, this role ensures the effective management of operational systems, testing protocols, and strategic projects that support the organization's business objectives. The incumbent in this role may be required to travel.

Team Leadership & Development - Provide strategic leadership for and manage a team of technical staff. Oversee training initiatives, performance management, and support career growth through mentorship and development planning. Champion a culture of continuous improvement, collaboration, and accountability.
• Technical Operations Oversight - Oversee the monitoring and maintenance of the Consumer hardware and electronic tools, including the ATM hardware. Ensure timely resolution of escalated hardware and software issues. Coordinate with internal teams and vendors for system upgrades and issue resolution. Oversee documentation of procedures, service requests, and incident reports. Monitor and report on key performance indicators (KPIs) and service metrics. Oversee timely management and resolution of ATM skimming events and ensuring alerts are reviewed in a timely manner to ensure early detection.
• Oversee the deployment, configuration, and maintenance of teller currency recycler (TCR) hardware across all financial centers. Monitor performance metrics and proactively address hardware issues or inefficiencies. Maintain an accurate inventory of TCR assets, install service dates, and service history.
• Develop and implement a multi-year replacement strategy based on lifecycle analysis, performance data, and cost-benefit assessments. Prioritize replacements based on age, reliability, repair frequency, transaction volume, and other statistical analysis. Coordinate with Procurement and Finance to budget and plan for phased replacements.
• Project, Systems, & Change Management Oversight - Lead department-level and cross-functional projects related to systems and operations including hardware rollouts, software upgrades, and system integrations. Oversee the development and execution of test plans, scripts, and documentation for integration, regression, and user acceptance testing. Ensure adherence to change management and risk control procedures. Collaborate with stakeholders to define technical requirements and allocate resources.
• Process Improvement & Strategy - Lead the technology strategy for the business line by identifying innovative and new technology opportunities, analyzing current systems, and recommending improvements. Track performance to boost efficiency and ensure changes align with business goals. Serve as the product manager for Consumer Operations within its Aligned Team.
• Vendor & Stakeholder Management - serve as the primary liaison with area-owned hardware and software vendors. Negotiate service level agreements and monitor vendor performance. Communicate effectively with LOB leadership and IT leadership.

Bachelor's Degree or the equivalent experience. Specialty: Computer Science, Information Systems, Business Administration or Related Field. (Required)

7 or more years operations, technical services, or IT support within the financial services industry. (Required)

3 or more years supervisory or managerial experience. (Required)

3 or more years vendor management and project leadership across multiple sites. (Required)

Lean and or Six Sigma Certification. (Preferred)

• Strong leadership and team management skills (Required)
• Excellent problem-solving and decision-making abilities (Required)
• Strong communication and interpersonal skills (Required)

This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

To provide greater transparency to candidates, we share base salary ranges on all job postings regardless of state. We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate's knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

The salary range for this position is $88,500.00 - $147,600.00 annually.

Additional Compensation Components

This job is eligible to receive equity in the form of restricted stock units. This job is eligible to participate in a short-term incentive compensation plan subject to individual and company performance.

Additionally, as part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account or health savings account depending on the medical plan chosen; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay and paid volunteer time; disability insurance coverage and maternity and parental leave; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about your potential eligibility for these programs, please visit Benefits & Wellness | Fulton Bank.

As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Bank currently or in the future.