Senior Digital Channel Manager Senior Digital Channel Manager …

Svb Financial Group
in Santa Clara, CA, United States
Permanent, Full time
Be the first to apply
Svb Financial Group
in Santa Clara, CA, United States
Permanent, Full time
Be the first to apply
Senior Digital Channel Manager
Sr. Digital Channel Manager

Silicon Valley Bank serves some of the most innovative companies in the world. Our clients are forward thinkers. True believers. Optimists. Inspired by them, we're changing the face of banking. Our clients have redefined products in many areas of the global economy. Every day we power their ability to do so and we need leaders with the same can-do attitude as our clients. We're looking for creative thinkers who want to challenge the status quo and create a truly seamless digital banking experience on a global scale.

The Product Development and Channel Delivery team is responsible for developing and delivering a full range of Treasury, Cash Management and Payment products designed to meet the full spectrum of SVBs clients needs. Specifically, this role is responsible for the exceptional delivery of US and UK payments and information reporting to our commercial clients through the Direct Transmission Channel.

The Product Manager for our Direct Transmission Channel will focus on delivering a best-in-class experience for both our clients and internal bank users providing solutions that range from basic and intuitive to complex and customized. You will provide strategic vision for the product suite and be responsible for the development and execution of new initiatives aimed to improve our offering and enhance the way our clients interact with us.  You will be responsible for maintaining P&L and reporting on key financial metrics. The right candidate will be responsible for representing the voice of the customer and the vision of the product in an agile delivery model and represent these to the engineering teams to which you are assigned. You are responsible for working with key stakeholders from across the company to bring a voice and story to the customer feature requests, new product features and technical features that the team will develop. You will order and manage the backlog of user stories and product defects to ensure that the work defined for the team is meaningful to the customer, yet realistic and attainable for the development teams. 

  • Communicate and advocate the product vision.
  • Work with the larger organization to communicate and make tradeoffs to meet corporate objectives.
  • Ability to define roadmaps and provide strategic direction based on client needs, industry standards, competition and regulatory changes and to help drive operational cost efficiencies and streamline processes
  • Create P&L and ROI financial models to determine optimal product pricing and go-to-market strategies with product partners
  • Analyze new market opportunities across all client segments.
  • Develop monthly and quarterly financial reports to drive informed strategic business decisions based on key financial data metrics
  • Understand the client experience with Payments and Information Reporting across the different digital solutions and make recommendations for consistency where appropriate and explain why differences are necessary between channels
  • Analyze existing client usage data, detail client experience impacts and define migration plans accordingly
  • Define product usage analytics to drive insights and decisions.
  • Document user stories which have the appropriate level of detail needed for the development team to size accurately
  • Groom product backlog lead through Agile routines and methodology ensuring backlog is sized appropriately (Epics, Stories) based on backlog order
  • Act as a subject matter expert for Payments and Information Reporting delivered through the Direct Transmission Channel and be fully conversant in the market practices and trends, provide expertise to sales and customer focus group discussions
  • Work with User Experience team to define research necessary and develop design concepts for improved client experience
  • Work collaboratively with IT development and third party vendor teams to make channel improvements and to commit backlog items to sprint deliverables (negotiate on what gets put in each sprint).
  • Work with development teams to address questions / concerns during sprints.
  • Be fully conversant in the market practices and trends, provide expertise to sales and customer focus group discussions
  • Define business requirements for digital channel enhancements, review functional specifications and participate/sign off on User Acceptance Testing (UAT) along with processes and documentation
  • Work with service teams to prioritize development requests for the product.
  • Work with other Product Owners to understand their product roadmap and identify cross-team dependencies.
  • Proactively collaborate with cross-functional team members in Implementation, Client Service, Operations, Legal and Sales
  • Solicit feedback and buy-in from cross-functional team members
  • Articulate value and ROI of use cases and solutions through success metrics and benchmarking
  • Conduct platform training with key business partners to ensure platform SME and adoption
  • Ability to work independently, take limited direction and provide comprehensive updates
  • Manage the relationship with 3rd party vendors

In addition, the team members responsibilities would include:

  • Increase client satisfaction as it relates to their digital experience 
  • Increase satisfaction of both internal business users, and client users when interacting with the client and/or user administration experience.
  • Plan rollout strategies of new features and functionality.
  • Dive in and be point of contact for escalated client issues and define short term workarounds or more permanent fixes to solve the problem.
  • Improve product penetration and/or usage through both technical and non-technical means
  • B.S. degree or equivalent experience required. MBA isa plus

  • CTP designation a plus
  • Strong leadership capabilities
  • Ability to create and maintain P&L
  • 7+ years Online Banking, Cash Management, and/orTreasury Management product experience

  • 3+ years of product experience in the payment orfinancial services industries, preferably serving commercial/business clients

  • 2+ years of experience with agile software development
  • Strong industry expertise in Global Payments andInformation Reporting

  • Strong technical acumen
  • Strong client focus including ability to think interms of client experience/perspective

  • Exceptional interpersonal andcommunications/presentation skills

  • Strong analytical skills including familiarity withcommercial banking and data analysis

  • Ability to do what it takes to make your product and teamsuccessful: from writing user stories to hunting down the root cause of userfrustration


Primary Location: United States-California-Santa Clara
Work Locations:
Job: Banking Products
Organization: SVB Financial Group.
Schedule: Full-time
Job Posting: Oct 8, 2019, 5:54:30 PM