Manager - Consumer Servicing for Digital Banking id-7509

April 28, 2025

Overview:

Serves as the product manager for digital channel services. Sets strategic direction for assigned products and services. Works with stakeholders to define features and enhancements. Designs, develops and promotes those features for end user utilization. Employs robust business process design with a focus on simplicity and straight-through processing. Communicates plans to senior management and leads employees. Uses data to inform how services are defined and managed. Products include, but are not limited to, Mobile, Online Banking, and Account Opening.

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Primary Responsibilities:

Serve as a channel service provider for our internal customers by managing and developing capabilities that align to/reinforce the Bank’s product and brand objectives.
Remain current and provide insight to industry, peer bank and technical trends that impact the Bank’s business objectives.
Oversee complex projects that cross technical, business and operational areas with the goal to deliver solutions and services that drive revenue, improve the staff/customer experience, reduce expenses and boost customer engagement.
Work closely with Direct Channel colleagues to align activities. Coordinate efforts with branch, ATM, Operations, Compliance and other stakeholders.
Work closely with Marketing to provide outlets for Marketing’s messages, as well as ensure Marketing promotes Digital services within their communications.
Partner with other business lines to provide alignment across Mobile and Digital Banking.
Ensure application of Bank leadership, values and commitment through direct and indirect managers.
Maintain responsibility for profitability the products and services managed.
Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
Complete other related duties as assigned.

Scope of Responsibilities:

The position’s results and/or actions impact the Bank’s long-term operations, revenues or profitability. The position champion’s strategies and development of new and improved processes that support business growth, organizational efficiencies and customer service objectives. The position oversees and evaluates high-level key performance indicators and develop reporting to manage business processes effectively. No. of Staff – 10-12 FTEs

Education and Experience Required:

Bachelor’s degree and a minimum of 11 years’ proven marketing, product management, financial, operations and/or project management experience, or in lieu of a degree, a combined minimum of 15 years’ higher education and/or work experience, including a minimum of 11 years’ proven marketing, product management, financial, operations and/or project management experience

8 years of digital experience

Experience driving large digital initiatives

Previous experience in financial services

Experience conveying complex business or technical concepts to key stakeholders

Strong analytical skills

Strong financial analysis skills

Education and Experience Preferred:

Minimum of 10 years’ experience managing digital solutions design, development, delivery and management

Minimum of 10 years’ experience managing business process (re)design

Previous development and management experience of digital transactional services for the financial services industry

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