Digital and Data Transformation, CRM Product Manager - Vice President

As part of the International Private Bank (IPB) Digital & Data Transformation organization, the IPB Digital Advisor & Client Solutions Product team seeks to deeply understand the advisor workflow and design end-to-end journeys bringing the advisor and client experience closer together. It’s an exciting time to be transforming our business and you will be one of the key leaders driving strategic change, helping to accelerate the business growth and achieve efficiency goals globally.

Job Summary

As part of the IPB Digital Advisor & Client Solutions Product team, the CRM Digital Product Manager, is responsible for representing the front office in leading the efforts to re-imagine the workflow from identifying a prospective client to transitioning their business into the Private Bank in a way that truly follows the Client’s prospecting journey. You will passionately understand the problem from both the Advisor and the Client’s perspective and seek a solution that benefits all parties involved. To support/design the client journey from prospecting to winning the business, you will need to look holistically at all of the client onboarding activities that are submitted by the Banker team for review and ensure the hand offs to Onboarding are seamless with a vision to the future. 

Through partnership with the business, advisors, senior leaders, designers, and technologists, the Product Manager will shape the digital product strategy and align priorities to ensure we’re solving our Client’s and our Advisor’s biggest onboarding problems. They will think beyond the existing processes and reimagine the end to end workflow.

As a Product Manager, you will be responsible for the product vision and strategies to come up with effective solutions to problems that are valuable (our users choose to use them), viable (the solution works for the business), usable (the users can figure out how to use) and feasible (our engineers have the skills and technology to implement them).

You will be required to quickly learn the constraints of our business from Advisors, Onboarding, Operations, Legal, Compliance and Privacy, as well as others, to succeed. The successful Product Manager must also contribute a deep knowledge of our users and the data about how they engage with our products, coupled with tracking of industry trends and the competitive landscape to provide wholesale Product expertise to the business.

You will primarily partner with Technology and Design but consistent engagement with Regional Market Managers/Investment Team Leads, Advisors, Onboarding and other DDT Product Management stakeholders through the entire product management lifecycle will be necessary to ensure the businesses needs are met.

Candidates should have excellent communication skills, the ability to influence and negotiate, be able to work as an individual contributor as well as a team, strong skills around the Agile framework, an equal appreciation of the discovery and execution process and able to quantify delivery into success measures.

Job responsibilities

• Understand client and advisor needs. Invests in a deep understanding of the business opportunity, advisor & client needs and competitive landscape to inform which initiatives and features of onboarding from an Advisor perspective to pursue. Participates in research to uncover advisor & client needs, and to inform feature definition so that it is relevant and useful.
• Defines strategy, operating model, and roadmap to achieve vision and business goals. Owns and drives the product roadmap to meet business goals and provide a leading customer and product experience. Partners with developers and UX designers to deliver intuitive and differentiated user experience. Prioritizes and defines each feature to meet client and business goals, while also meeting control requirements. 
• Leads the product development lifecycle by defining requirements (in partnership with other teams), ensuring sprint inputs (e.g. design and requirements) and outputs (e.g. tested code) are as envisioned, and providing direction and smart trade off decisions for the scrum team. Collaborates with other product and requirement owners and designers to deliver end-to-end product and experience. Partner with Technology to triage issues end to end until full resolution is achieved. Communicate issue resolution to appropriate parties and escalate issue as necessary to ensure proper response.
• Establish approach to pilot/rollout new capabilities, including objective/scope, communication, training/support, and feedback/metrics. 
• Embody true “customer-obsession” in identifying and leveraging user data, key performance metrics, industry trends, and varying forms of client and advisor feedback to shape our design and roadmap.
• Develop and maintain deep relationships with delivery partners including senior leaders, Onboarding, Digital, Technology, Design, ITO, Operations, Servicing and control functions across the International Region

Required qualifications, capabilities and skills

• Extensive experience managing product delivery across multiple work streams with varying timelines, priorities and complexities , ultimately launching new / enhanced product to market
• Experience in KPI frameworks such as OKRs or HEART to communicate measures of success.
• Influence peers with diverse points of view and build consensus.
• Excellent leadership skills – of product, programs, projects, and teams. 
• Structured thinker, effective communicator with excellent written communication skills.  
• Ability to crisply articulate complex technical concepts to senior audiences with poise and confidence.
• Highly self-motivated and ability to remain calm under intense pressure.
• Strong understanding of different technological development methodologies (e.g., Agile) and design techniques with ability to successfully lead regardless of approach. 

Preferred qualifications, capabilities and skills

• Significant years of experience in financial services, preferably with experience in wealth management, asset management, digital banking, or a closely related business leading strategic or transformational change.
• Experience working in or around the client onboarding journey desired.