Job Description

At Suffolk Credit Union, we empower our members and strengthen our community by promoting financial wellness, transparency, and respect. Join us to enjoy comprehensive benefits, including health plans, 401(k) matching, and support for work-life balance, along with employee engagement activities and opportunities for community involvement.

The Manager, Core Systems (Fiserv DNA) serves as a strategic and operation leader responsible for optimizing system functionality and enabling efficient, consistent business processes across the credit union. This role is primarily focused on Fiserv's DNA core platform and its related systems. This role works closely with operational, retail, and technology teams to identify system-related inefficiencies, document requirements, and support enhancements that improve both the member and employee experience.

This role is responsible for supporting system optimization, business enablement initiatives by partnering with operational and retail leaders to execute system and process improvements. The position requires strong credit union operational knowledge, hands-on DNA experience, and the ability to translate business needs into practical system solutions. Familiarity with emerging technologies, including AI-enabled tools, supports the effectiveness of this role.

Key Responsibilities:

• Provide operational leadership for the Fiserv DNA core platform, ensuring stability, performance, and continuous optimization.

• Lead, mentor, and manage the Core Banking team, setting priorities and ensuring accountability for operational and strategic initiatives.

• Develop and execute the core banking system roadmap aligned with organizational goals, regulatory expectations, and member experience.

• Serve as the primary subject matter expert for Fiserv DNA, overseeing configuration, functionality, and system optimization.

• Partner cross-departmentally to identify inefficiencies and drive workflow improvements, standardization, and automation

• Establish and maintain governance for core system changes, including prioritization, approvals, and risk alignment.

• Oversee core system updates and releases, including configuration changes, product setups, upgrades, and implementations.

• Lead User Acceptance Testing (UAT) and ensure effective testing, defect management, and validation of business requirements.

• Monitor post-implementation performance, manage issue resolution, and drive continuous improvement.

• Act as a liaison between business units, IT, and vendors (including Fiserv) to ensure successful delivery of solutions.

• Track performance metrics, reporting, and data analysis to support operational efficiency and strategic decisions.

• Support change management, training, documentation, compliance, and audit readiness while promoting best practices and innovation (including AI and automation).

Essential Qualifications:

• Direct, hands-on experience with Fiserv's DNA core platform (required).
• Experience documenting business requirements, workflows, and process maps.
• Exceptional analytical, reporting, and strategic problem-solving abilities.
• Ability to communicate effectively with both technical and non-technical stakeholders across multiple levels of the organization.
• Collaborates effectively across departments to support organization initiatives and ensure alignment with organizational strategy.
• Ability to translate large scale goals into practical strategies, help design initiatives, and contribute to leadership level planning.
• Strong knowledge of credit union products, services, policies, regulations, procedures, and operations
• Understanding how operational changes and new initiatives impact staff and member experience.

Preferred Qualifications:

• Experience supporting a core conversion, major DNA implementation, or post-conversion optimization effort
• Experience supporting or integrating AI-driven technologies, such as:
  • Conversational AI or virtual assistants
  • Call or interaction analytics
  • Intelligent document processing
  • Process automation or decision-support tools
• Ability to evaluate AI use cases and translate business needs into practical, compliant solutions within a regulated financial environment
• Familiarity with integrated systems such as digital banking platforms, loan origination systems, payment processing, CRM, or contact center solutions