Portfolio Manager - Client Experience & Insights
About The Position
This job is responsible for managing portfolio/programs specific to change initiatives, providing a products and services, or executing a function. Key responsibilities include leading cross-functional strategic initiatives for a line of business by ensuring delivery of outcomes from portfolio investments. Job expectations include using a business centric mindset with sound judgment and a tailored approach to communicating and influencing both vertically and horizontally to drive results, while prioritizing risk management and strategy development. The Portfolio Manager for Client Experience & Insights will lead strategic initiatives designed to improve and elevate client experience across multiple business segments. This role is responsible for identifying high-impact opportunities, defining project scope, and driving execution of initiatives that improve client experience metrics and engagement. The ideal candidate combines strategic thinking, strong analytical capabilities, and exceptional communication skills. They will partner closely with leadership to shape client services messaging, translate complex business data into actionable insights, and develop compelling narratives that influence key stakeholders and drive meaningful business outcomes. This role requires the ability to integrate data, strategy, and storytelling to inform decisions and align leadership around initiatives that enhance the client journey.
Requirements
- 2 + years of experience within Operations and/or related work experience
- Demonstrated experience leading complex cross-functional projects or strategic initiatives.
- Strong analytical skills with the ability to interpret complex business data and translate it into insights.
- Proven ability to influence stakeholders and drive alignment across diverse teams.
- Exceptional written and verbal communication skills with experience presenting to senior leadership.
- Highly proficient in executive-level presentations, narratives, and strategic communications.
Nice To Haves
- Consumer Banking experience
- Program & Project Management
- Business Process Analysis
- Customer and Client Focus
- Project Management
- Risk Management
- Strategy Planning and Development
- Controls Management
- Process Design
- Process Simplification
- Stakeholder Management
- Strategic Thinking
- Analytical Thinking
- Change Management
- Influence
- Innovative Thinking
- Presentation Skills
Responsibilities
- Manages and drives success around line of business performance in key operational and high risk metrics through detailed routines, initiatives, and technology improvements
- Serves as a primary contact to executive leadership and key partners to communicate change initiatives and gain support for the execution of projects and programs
- Monitors process or key metric performance to identify issues and proactively offers solutions to mitigate risk
- Hosts and actively participates in critical line of business meetings to provide regular updates on change initiatives and performance requirements and influences others to help drive success
- Manages strategies and controls to address policy, technology, environmental, and operational gaps
- Acts as a subject matter expert for all line of business products to help design procedures, policies, or career progression models that will enhance the associate and client experience
- Leads people that help support cross functional and high impact strategic initiatives, either directly or through dotted line engagement
- Identify and scope strategic initiatives aimed at improving client experience scores across multiple business segments.
- Partner with business leaders to translate insights into actionable programs that improve engagement and client experience.
- Collaborate with leadership to craft clear, high-impact messaging around client services strategy and initiatives.
- Present complex business insights and strategic recommendations in a clear, compelling, and concise manner.
- Craft clear narratives that connect data insights, strategic initiatives, and client outcomes
Benefits
- access to paid time off
- resources and support to our employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
