Vendor Servicing Product Team Manager

Location:

Position Location Policy

• General Location
  :
  Open to candidates within the United States.

• Hybrid Requirement (if within specific cities):

  • Selected candidate resides in Key Bank footprint they are expected to work on-site 2 days per week at the nearest Key Bank office (non-branch location).

• Remote Option
  :

  • If the selected candidate lives outside of Key Bank's geographic footprint, the position will be considered fully remote.

ABOUT COMMERCIAL BANK
The Commercial Bank, now inclusive of Payments, is the heart of Key Bank's business segment and is targeted for rapid growth. Comprised of commercial client relationship teams, commercial risk, onboarding and servicing, Institutional Bank payments business development and payments products and solutions. The Commercial Bank caters to a wide breadth of industry verticals and client segments, and our portfolio of solutions is positioned to support commercial entities of all sizes - from a mom-and-pop restaurant, to a publicly traded company.

About the Job

Vendor Servicing Product Team Manager is responsible for handling various escalated and complex requests surrounding the day-to-day servicing of clients utilizing our digital servicing platform, Ovation and other IT products used in the Vendor Servicing business.

The Product Team Manager will initiate and lead multiple products and projects; directing efforts of cross functional teams and partnering and supporting work of team members and product owners to build and deliver enhancements to Key Bank's mobile and online capabilities. As the point of contact for all Ovation related issues, the Product Team Manager will collaborate closely with numerous internal partners, working to expand the tool across the Vendor Servicing business, including supporting scaling activities to deliver a better overall client experience, ensuring effective deployment of projects, maximizing our digital investment.

ESSENTIAL JOB FUNCTIONS

• Translate business goals into digital product concepts and tactical user stories

• Partner with various internal partners to mitigate programmatic risk while improving the customer experience.

• Lead cross functional teams to ensure timely delivery of one or more product management projects or initiatives in an effective manner.

• Maintain subject matter expertise in product; identify trends, potential impacts, regulations and changes in client and competitor behaviors

• Direct and manage overall third-party/ vendor relationship, participating in planning meetings, managing vendor expectations in terms of support and deliver, providing effective partnership to internal clients and process improvement guidance to leadership to enhance efficiencies, to ensure client experience and revenue results are meeting set objectives

• Manage & update procedures, and controls, driving a continuous improvement culture with partners internal and external partners to enhance the client experience and improve the efficiency and effectiveness of the implementation process of products

• Use problem-solving skills that help identify, isolate, and resolve problems and issues in a timely fashion to negate or minimize customer pain points, including documentation of escalated issues in bank complaint tracking system.

• Lead operationalization efforts for all new product launches, including research requirements as needed for onboarding projects, partnering with internal and external teams.

• Implements, directs, adheres, and ensures compliance/ controls to all applicable laws, regulations, and company policies and company values.

• Thought leader leveraging analytical methods and tools, recommending strategy based on insights and sound data driven judgements, drawing from analytical and qualitative data sources, demonstrating results

• Support client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis.

Product:
Ovation

• Manage day-to-day use of the Ovation
  
  CXM platform for the servicing teams leveraging the platform

• Design, build, and deliver training internally/externally to convey an understanding of the products, their usage and functionality, including Ovation platform.

• Manage the short and long-term roadmaps for the Ovation
  
  CXM platform within Key

• Coordinate, monitor, and implement API integrations with 3rd party vendors via the Ovation
  
  CXM platform and into other Key Bank systems (Salesforce, + any others)

• Leverage Ovation
  
  CXM BI tools to build, monitor, and enhance reporting for the Vendor Servicing business (I.e Ad-hoc research, resolution of daily issues, data requests, reporting requirements, regulatory requests, etc...)

• Responsible for managing overall data, KPI, and reporting needs in the Vendor Servicing team and preparing reports/KPI's for monthly and quarterly business cadence events

• Monitor, track, and report on Net Promotor Score across the Vendor Servicing organization

REQUIRED QUALIFICATIONS

• Minimum 5 years experience in a…