Senior Product Associate - Payments

The Navigator Service & Inquiry Management team is responsible for delivering an excellent experience for Client Service employees in the Payments Business and the Commercial Bank. We collaboratively design and develop a platform that facilitates best-in-class set-up & maintenance of clients, entities, accounts, products, and services; resolution of common client inquiries; and dissemination of insights.We play a key role in defining the strategic workflow that optimizes the internal client experience, which in turn optimizes internal and external interactions. We ensure the platform is designed to be intuitive and provides a seamless experience with a look and feel tailored to the employees’ needs. You role will focus on the internal desktop and experience for the service organization.

As a Senior Product manager in the Navigator Service & Inquiry Management team, you will collaborate with technology partners as well other product teams in the program that are developing the underlying components that power the platform, to ensure they meet users’ needs and those that offer the greatest value are prioritized. Additionally, you will handle deep Line of Business and user interactions via feedback design sessions and will require significant cross pollination with the other product teams in the program. Working as the bridge between end-users and the development team, you will communicate the voice of the users, inform the product roadmap, articulate new features and enhancements to technologists, coordinate the successful implementation of product releases, and support ongoing product use while ensuring focus on program’s strategic vision and goals and meeting deadlines. While this role will have the opportunity to work on a variety of different types of enhancements, you will initially focus on the delivery of a strategic entitlements model and access provisioning process that will allow our platform to scale across a large variety of users across the bank.   

Job responsibilities:

• Collaborate closely with technology partners to execute against strategic vision 
• Work closely with client service colleagues and key stakeholders to understand needs and pain points as well as trends in the competitive marketplace 
• Support with refining end-to-end process for product delivery, and implementing change initiatives with cross-functional teams and stakeholders
• Develop user journeys and other artifacts that help communicate, and rally support for, intuitive user experience that best meets the needs of the platforms’ users     
• Collaborate closely with the product and technology teams building the core components that enable critical underlying functionality of the portal 
• Identify critical dependencies, and other issues and present recommendations for resolution 
• Maintain ongoing proactive partnership with technology team members to ensure business demands are understood and delivered in an agile manner within agreed upon timeframes 
• Ensure feedback from user demos is incorporated into roadmaps so that deliverables meet business needs 
• Support client and practitioner adoption of new features/functionality 

Required qualifications, capabilities, and skills:

• Self-starter able thrive in a fast-paced, collaborative and cross-functional environment that is results-driven and can work both independently and collaboratively in a matrixed organization
• Good understanding of lean/agile product development lifecycle 
• Creative problem solver, capable of developing innovative and differentiated solutions 
• Rigorous, logical thinker with ability to identify and articulate rationale, assumptions, and risks 
• Excellent relationship-building skills, with ability to establish trust and credibility across lines of business and functions 
• Strong time-management and organizational skills with ability to objectively prioritize 
• Excellent written, visual, and verbal communication skills, including ability to communicate technical topics to a non-technical audience and business needs to a technical audience   
• Superior judgment to mitigate risk and foster an environment where risk/control issues are escalated and creative solutions are identified 
• Curiosity to learn and understand, willing to ask questions to learn what can work better for our users

Preferred qualifications, capabilities, and skills:

• Knowledge of treasury services, payments, corporate/commercial banking and client service/implementations functions and platforms   
• Established track record of delivering results in a complex environment 
• Fortitude to persevere when confronted with difficult challenges     
• Passion for driving toward an excellent client experience; UI/UX/design experience a significant plus 
• Experience in product management or user experience at a financial services, technology, or fintech firm