Vendor Servicing Product Manager

Vendor Servicing Product Team Manager

The 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.

Required Qualifications:

• Minimum 5 years experience in a Product Management, risk management, and/or Operations role.
• Minimum 5+ years in digital business required with an understanding of the digital landscape, technologies, disrupters, and best practices.
• Working knowledge of software platforms, i.e. Ovation CXM (highly preferred), Salesforce (a plus)
• Ability to manage issues/programs and conduct detailed analysis of varying complexity, solve problems and drive business goals
• Proven track record of identifying product/process gaps and representing client requirements to assist in prioritizing product development
• Experience analyzing complex information from variety of sources
• Demonstrate effective communication, presentation and influencing skills
• Ability to work well in a matrixed and complex organization, with clear, results driven focus
• Proven ability to partner as well as maintain an entrepreneurial mindset. Ability to identify business opportunities, develop a strategic plan to capitalize on those opportunities, and tactically implement the plan.
• Must be able to create and conduct executive level presentations, present at industry venues, and interface with clients.
• Strong analytical skills and the ability to forecast. Excellent problem solving and quantitative skills.
• A team player with proven ability to build strong collaborative relationships with internal partners including finance, technology, operations, sales, risk, legal, compliance, and other internal and external partners including vendors.
• An ability to champion change, influence others, and foster teamwork.

Preferred Qualifications:

• Understanding of Commercial Banking deposit products, Complaint Management, Client Resolution, and segment needs through demonstrated portfolio or risk management experience
• Product management or product development preferred
• Experience creating innovative digital products and services that drive business results.
• Working knowledge and appreciation for user-centered design and digital user experience
• Agile experience

Compensation and Benefits

This position is eligible to earn a base salary in the range of $80,000 to $95,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.