Manager, Everyday Banking Program Delivery

33 Dundas Street West Toronto Ontario,M5G 3C2

We’re focused on building solutions that help our customers make **real financial progress** with differentiated products, services, offers and experiences and you could be part of it. Drawing from a foundational understanding of customer behaviour and expectations, you will help design, develop, and launch new products and services that deliver leading experiences for our customers and in turn, new revenue for the business.

As Manager, Everyday Banking Program Delivery, you will bring a diverse set of solutions to market by leading the end-to-end build in collaboration with a broad cross-functional team.

**Key Accountabilities**:
Banking and Product Domain Expertise
- Understands ‘multi-channel’ retail banking and how products present opportunities to transform (e.g., industry, customer expectations, regulatory shifts, technology shifts, competitor shifts)
- Participates in and evaluates customer / consumer insights and channel information, market research and competitive analysis associated with assigned programs, products/services
- Recommends self serve and assisted channel solutions for a portfolio of banking products based on analysis of opportunities, issues and implications for the business
- Designs, develops, and launches new or enhanced products and services end to end through the program delivery lifecycle

Customer Experience (Multi-channel)
- Leverages a deep understanding of the customer to drive problem definition space
- Understands principles of design thinking and how to interpret qualitative and quantitative feedback and how it informs design
- Uses data and design principles within a design system framework
- Prioritizes according to customer needs in design solutions

Strategic Planning
- Assists in the development of strategic plans
- Identifies emerging issues and trends to support decision-making
- Able to define goals, the path to achieve goals and the trade-offs implied by those choices
- Foresees the long-range consequences or implications of different options
- Grooms a ‘backlog’ with the strategy in mind; can connect work to the broader strategic priorities of the company (LOB strategies; channel strategies)
- Ability to explain a ‘backlog’ within a strategic framework; able to defend choices and explain why

Technical System Depth / Expertise
- Provides recommendations on products in the context of the delivery lifecycle (e.g., SDLC)
- Maintains current knowledge of core product systems and enabling technology architecture, including market trends and the evolution of technology
- Has a working understanding of the solution design and internal system constraints
- Provides specialized consulting, analytical and some technical support

Leading Cross-Functional Teams
- Able to lead through influence in partnership with stakeholders to drive an outcome
- Able to mobilize a team through empowerment
- Brings a track record of delivery of high-impact product / service experiences
- Manages vendor relationships and external partnerships

Data Driven Decision-Making
- Monitors key product performance and growth metrics to identify trends and potential actions
- Uses data to drive prioritization / ‘backlog’ decisions and able to articulate value to customer and the Bank
- Breaks down strategic problems, and analyses data and information to provide customer experience insights and recommendations
- Informs business cases and assists with strategic roadmaps for banking products and services, including project and budget approvals

Stakeholder Management
- Delivers clear, effective communication and takes responsibility for understanding others
- Fosters co-operation, collaboration, and communication to facilitate consensus and accomplish tasks
- Works with partners to smoothly manage and sustain change as new solutions are delivered

Risk Management
- Able to effectively partner with Corporate Support Areas to effectively manage risk in Waterfall and Agile frameworks
- Challenges assumptions in risk decisions and ways of working
- Helps to define and ensure risk management controls and processes are implemented
- Leads the definition and implementation of solution requirements to ensure they accurately reflect business requirements and systems functionality

**Qualifications**:
Knowledge
- Prior experience developing and delivering high-impact product / service experiences
- Prior business and product management experience including product design, profit/loss, functionality, industry and regulatory requirements
- In-depth retail banking environmental awareness / understanding with a multi-channel lens, particularly digital & emerging
- Understanding of core product systems and enabling technology architecture; the evolution of technology
- Understanding of principles of design thinking and how to interpret qualitative and quantitative feedback and how it informs design
- Analytical and financial acumen to develop fact-ba