Vendor Servicing Product Team Manager

KeyBank•East Honolulu, HI

1d•$80,000 - $150,000•Remote

About The Position

Vendor Servicing Product Team Manager is responsible for handling various escalated and complex requests surrounding the day-to-day servicing of clients utilizing our digital servicing platform, Ovation and other IT products used in the Vendor Servicing business. The Product Team Manager will initiate and lead multiple products and projects; directing efforts of cross functional teams and partnering and supporting work of team members and product owners to build and deliver enhancements to Key Bank’s mobile and online capabilities. As the point of contact for all Ovation related issues, the Product Team Manager will collaborate closely with numerous internal partners, working to expand the tool across the Vendor Servicing business, including supporting scaling activities to deliver a better overall client experience, ensuring effective deployment of projects, maximizing our digital investment.

Requirements

Minimum 5 years experience in a Product Management, risk management, and/or Operations role.
Minimum 5+ years in digital business required with an understanding of the digital landscape, technologies, disrupters, and best practices.
Working knowledge of software platforms, i.e. Ovation CXM (highly preferred), Salesforce (a plus)
Ability to manage issues/programs and conduct detailed analysis of varying complexity, solve problems and drive business goals
Proven track record of identifying product/process gaps and representing client requirements to assist in prioritizing product development
Experience analyzing complex information from variety of sources
Demonstrate effective communication, presentation and influencing skills
Ability to work well in a matrixed and complex organization, with clear, results driven focus
Proven ability to partner as well as maintain an entrepreneurial mindset.
Ability to identify business opportunities, develop a strategic plan to capitalize on those opportunities, and tactically implement the plan.
Must be able to create and conduct executive level presentations, present at industry venues, and interface with clients.
Strong analytical skills and the ability to forecast.
Excellent problem solving and quantitative skills.
A team player with proven ability to build strong collaborative relationships with internal partners including finance, technology, operations, sales, risk, legal, compliance, and other internal and external partners including vendors.
An ability to champion change, influence others, and foster teamwork.

Nice To Haves

Understanding of Commercial Banking deposit products, Complaint Management, Client Resolution, and segment needs through demonstrated portfolio or risk management experience
Product management or product development preferred
Experience creating innovative digital products and services that drive business results.
Working knowledge and appreciation for user-centered design and digital user experience
Agile experience

Responsibilities

Translate business goals into digital product concepts and tactical user stories
Partner with various internal partners to mitigate programmatic risk while improving the customer experience.
Lead cross functional teams to ensure timely delivery of one or more product management projects or initiatives in an effective manner.
Maintain subject matter expertise in product; identify trends, potential impacts, regulations and changes in client and competitor behaviors
Direct and manage overall third-party/ vendor relationship, participating in planning meetings, managing vendor expectations in terms of support and deliver, providing effective partnership to internal clients and process improvement guidance to leadership to enhance efficiencies, to ensure client experience and revenue results are meeting set objectives
Manage & update procedures, and controls, driving a continuous improvement culture with partners internal and external partners to enhance the client experience and improve the efficiency and effectiveness of the implementation process of products
Use problem-solving skills that help identify, isolate, and resolve problems and issues in a timely fashion to negate or minimize customer pain points, including documentation of escalated issues in bank complaint tracking system.
Lead operationalization efforts for all new product launches, including research requirements as needed for onboarding projects, partnering with internal and external teams.
Implements, directs, adheres, and ensures compliance/ controls to all applicable laws, regulations, and company policies and company values.
Thought leader leveraging analytical methods and tools, recommending strategy based on insights and sound data driven judgements, drawing from analytical and qualitative data sources, demonstrating results
Support client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis.
Manage day-to-day use of the OvationCXM platform for the servicing teams leveraging the platform
Design, build, and deliver training internally/externally to convey an understanding of the products, their usage and functionality, including Ovation platform.
Manage the short and long-term roadmaps for the OvationCXM platform within Key
Coordinate, monitor, and implement API integrations with 3rd party vendors via the OvationCXM platform and into other KeyBank systems (Salesforce, + any others)
Leverage OvationCXM BI tools to build, monitor, and enhance reporting for the Vendor Servicing business (I.e Ad-hoc research, resolution of daily issues, data requests, reporting requirements, regulatory requests, etc...)
Responsible for managing overall data, KPI, and reporting needs in the Vendor Servicing team and preparing reports/KPI’s for monthly and quarterly business cadence events
Monitor, track, and report on Net Promotor Score across the Vendor Servicing organization