Purpose of Job
Reporting to the Director, Product and Channel Management, Digital Banking and working alongside senior management, the Product Manager is responsible for devising strategies and leading projects to optimize customer service via Equitable Bank’s digital channels – specifically online banking and mobile banking.
Main Activities:
Assisting in development of strategy and roadmaps for service functionality in all channels, including financial/experience justification, overall design and customer experience
Assist in the delivery of new products and features in digital channels
Assist in the running of the digital channels day-to-day, ensuring their availability to customers
Maintaining industry and competitive awareness
Supporting the team in delivering a leading, intimate customer experience in the digital channels
Driving Digital Banking projects with internal groups and vendors
Working with marketing and sales on best way to deliver leads and offers in digital service channels
Working with the call center to ensure smooth operations and low deflected call volume
Managing various vendor relationships
Working with legal, compliance, fraud, etc. to ensure protection of Equitable, and especially our customers
Knowledge/Skill Requirements:
Post-Secondary Degree in Commerce, Management, Economics, Finance, Engineering, Computer Science, etc. MBA or other graduate degree a plus.
5+ years of Canadian Financial Institution experience leading online and/or mobile banking channels.
Familiarity and expertise with consumer technology, both common and leading.
Proven track record of delivering customer-facing service enhancements on a large scale.
Familiarity with user experience & design principles, specifically for digital interactions.
Strong attention to detail.
Proven ability to initiate and execute projects.
Good verbal and written communication skills.
Project management experience.
Familiarity with the mobile ecosystem (app stores, mobile payment technologies, etc.) is ideal.
As part of a team, responsible for: customer service experience in online/mobile channels; strategy and roadmaps for service functionality in all channels, including business cases and other justification
Day-to-day support of online and mobile channels, including monitoring and ensuring uptime and performance
Drive and manage projects end to end
Assist in making support decisions for digital channels, i.e., browser support, mobile device/OS support
Maintaining awareness of industry developments and competitor offerings Vendor management, especially core technology providers
Ensure compliance with regulatory, legal requirements
Play a leadership role in the Scrum team to ensure that capabilities are in-scope, on-time and of high quality
Translate directives and customer needs into backlog items. Serve as the primary source of external information for the Scrum teams, offering clear definitions of the targeted capability, the intended value to the customer and functional/non-functional requirements.
Assist in the development of product roadmaps. Author, refine and approve backlog items with clearly articulated acceptance criteria.
Manage and prioritize backlog contents, ensuring sufficient depth of groomed items for development consumption and commitment.
