Sr. Product & Digital Business Implementation Manager

First Citizens Bank•San Francisco, CA

2d•$101,000 - $135,000•Hybrid

About The Position

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office. The Treasury Management & Liquidity Solutions team focuses on the development, delivery, and support of payments, liquidity management, and other treasury solutions and services to SVB's clients. Within the Payment Solutions group, the Business Implementation Team is responsible for coordinating the launch and business implementation of new products, solutions, and operational improvements. As part of this team, the Sr. Product & Digital Business Implementation Manager drives large, complex business initiatives to achieve strategic department and organizational objectives. These projects contain activities that may span functions, business units, companies, and geographic regions. On such projects, this role is specifically responsible for driving (i) business readiness and go-to-market preparations on large complex projects with a technology component (such as software development), and inception to delivery on business initiatives with little or no technology component (such as business diagnostics, process improvements, regulatory compliance, etc.). This role requires a background in business project management and/or change management, and its key accountability is ensuring that (i) FCB business and operational teams are prepared to market launch and support new or changed products, services, and operational processes, and (ii) changes are scalable and comply with all appropriate guidelines, including but not limited to SVB methodologies, regulatory compliance, risk management policies, industry standards, and best practices.

Requirements

Bachelor's Degree and 4 years of experience in Payments OR High School Diploma or GED and 8 years of experience in Payments

Nice To Haves

Strong leadership skills and highly developed organizational skills; ability to quickly break down large, complex initiatives into logical, manageable work packages, tasks, and sub-tasks for execution
Exceptional communications and interpersonal skills; demonstrated ability to quickly build trust and relationships, manage matrixed teams, bridge communication gaps, resolve conflicts, influence stakeholders at all levels, and distill and synthesize complex concepts into key messaging in concise laymen's terms
Deep expertise in business-centric project management, and financial product development and management; understanding of and experience with both Agile and Waterfall methodologies and approaches
Strong technical aptitude and ability to quickly learn new products, lines of business, channels (e.g. online, mobile, etc.), processes, software, data, systems, and client needs
Effective risk management skills and ability to predict and mitigate risks and issues, as well as anticipating and proactively preparing for changes and impacts to clients and SVB's business
Exceptional at gap and root cause analysis; Familiar with root cause analysis tools and techniques
Polished diplomacy, active listening, persuasiveness, and presentation skills to evangelize new products or changes and gain buy-in, consensus, and cooperation in the face of conflicting viewpoints, resistance to change, constraints, etc.
Critical-thinking, business analysis, and process engineering skills to manage, contribute to, and foresee pitfalls in process-related changes and deliverables

Responsibilities

Reporting and Dashboarding for Strategy and Roadmap reviews o Creates annual roadmaps and monthly dashboards of Payment Solutions work efforts o Drives ongoing reviews of the Payment Solutions roadmap quarterly for executive and cross-value stream leaders
Driving Business Initiatives in Support of Payment Strategy and Vision o Drives multiple large business initiatives simultaneously, leveraging both Agile and Waterfall approaches, where appropriate, to achieve project objectives o Partners with senior management of the business community to identify and prioritize opportunities to use process reengineering and technology to achieve the goals of the enterprise; Drives creation of and/or changes to existing products, processes, procedures, workflows, and related documentation o Develops and provides deep domain expertise in the cross-functional business considerations of SVB's products, solutions, processes, and clients to help assess stakeholder impacts, articulate scope, identify risks, and proactively mitigate them o Assists in the creation or enhancement of large-scale strategies in product readiness, change management, risk management, and business implementation management.
Implementing Business Readiness & Go-to-Market Preparations o Develops business roll-out / go-to-market plans, including managing client pilots and client migrations. o Manages business readiness preparations including process engineering; sales, operations, and servicing preparations; internal and external training and communications; system configuration implementation (business set ups); coordination of User Acceptance Testing (on waterfall projects), etc. o Facilitates working sessions, vendor meetings, project team meetings on business initiatives, and attends scrum stand-ups and/or technical meetings where appropriate to drive business initiatives and/or business readiness. o Manages status reporting on assigned business initiatives and related communications to Executives and other key stakeholders. o Partners with Product Managers, Program/Project Managers, and Scrum Masters to ensure alignment of business activities for effective, end-to-end change implementation and an optimal stakeholder experience o Drives and ensures completion of required post-launch activities, such as post-mortems/lessons learned, and measuring benefits-realization after project completion
Collaborating with and Managing Cross-Functional Stakeholders o In delivery of business deliverables, engages and manages overall coordination of cross-functional teams, including subject matter experts from various departments across the organization (e.g., Product Management, IT, Operations, Compliance, Internal Audit, Servicing, Legal, Marketing, Sales, Training & Communication, Accounting, Finance, et.al.) o Acts as an advocate for all business stakeholders within the lifecycle of a project, ensuring that their needs are understood and addressed in advance of launch o Collaborates with operational teams and client support as needed to resolve issues in a timely and effective manner o Collaborates with Change Leads and Training & Communications on internal communications, client communications, training plans, and client-facing sales and support materials o Partners with Compliance, Internal Audit, and other departments to respond to examinations and audit requests, manage execution and implementation of action plans, and ensure all processes and changes implemented fully comply with applicable regulations and legislation, standards, policies, and guidelines (e.g., BSA, AML, SOX, PCI-DSS, ECOA, et.al.) o Collaborates with Legal, Product, Compliance, Credit, Training & Communications, et.al. on the creation of and updates to legal agreements and other client-facing materials o Assists in prioritizing scope and negotiating conflicts between stakeholders, for example, under conditions of limited resources and competing demands o Some travel required (< 10%) for meetings with colleagues, vendors, and clients as needed

Benefits

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

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