As a Product Manager - Associate you will work in a team that is responsible for delivering an excellent experience for Client Service and Implementations employees in the Payments Business and the Commercial Bank. You will focus on the internal desktop and experience for the service organization. You will be 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. The team collaboratively designs and develops 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. 

Job responsibilities

• Work closely with client service and implementations 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 
• 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 

Required qualifications, capabilities, and skills

• Must be able to demonstrate similar experience, including experience in product management or user experience at a financial services, technology, or fintech firm 
• 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
• Creative problem solver, capable of developing innovative and differentiated solutions 
• Passion for driving toward an excellent client experience; UI/UX/design experience a significant plus   
• Strong time-management and organizational skills with ability to objectively prioritize 
• Rigorous, logical thinker with ability to identify and articulate rationale, assumptions, and risks 
• Curiosity to learn and understand, willing to ask questions to learn what can work better for our users

Preferred qualifications, capabilities, and skills

• Superior judgment to mitigate risk and foster an environment where risk/control issues are escalated and creative solutions are identified 
• 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   
• Established track record of delivering results in a complex environment 
• Fortitude to persevere when confronted with difficult challenges