What are the responsibilities and job description for the Digital Banking Product Manager position at Southern Bank and Trust?
Position: Digital Banking Product Manager
Reports To: Digital Services Manager
FLSA Status: Exempt
FLSA Status: Exempt
Role Summary:
The Digital Banking Product Manager is tasked with decision-making and prioritization regarding the health of the digital platform, ensuring that all digital solutions function reliably at all times. This position will implement features and services of the platform aligned with corporate strategy. They provide ground-level support for all digital platforms, including third-party implementations, and lead the organization in maintaining a positive customer experience through effective digital support while maintaining regulatory compliance. Additionally, they are responsible for ongoing testing of digital initiatives and enhancements, while actively following processes that mitigate risks associated with digital channels. This role also encompasses the responsibility of informing ongoing training, education, and promotion efforts to ensure optimal functionality and an exceptional customer experience.
Specific Job Functions (Duties/Responsibilities):
Serve as the technical product manager – possess a deep understanding of digital banking tools
Identify opportunities and updates - drive product engagement, integrated digital roadmap, and features
Integrated the products to drive business value through enhanced user experience
Aide resolution of customer issues
Inform ongoing training, education, and promotion of digital products and features
Interact with stakeholders to identify gaps and solve problems.
Collaborate with the Digital team to implement products and remove roadblocks.
Develop and maintain relationships with key constituents, including IT, the Customer Care Center, Treasury Services, and Back-Office support groups.
Partner to establish product goals and review success metrics to achieve commercial success.
JOB REQUIREMENTS:
Knowledge/Skills/Abilities Required:
- Understand the client experience across platforms; make recommendations where appropriate
- Ability to manage the digital roadmap from the ground level
- Expert technical administration understanding of digital banking technologies
- Ability to work with limited supervision, and seek assistance as needed
- Strong oral and written communications skills
- Ability to influence outcomes and non-reporting partners
- Lead teams to execute with success
Education/Experience Requirements:
- Bachelor’s degree preferred and related field or equivalent bank experience
- Five or more years (5 ) technical support or product management experience
- Five or more years (5 ) of experience and/or training in digital channel support experience working with digital solutions; related experience in a bank environment strongly preferred
- Excellent verbal and written communication skills
- Independent and self-motivated. Ability to effectively manage time and to manage multiple priorities.
- Superior customer relations skills. Must be able to establish and maintain a high level of credibility with all levels of internal staff, external customer and bank management teams.
- Previous leadership and mentoring experience preferred
