Job Description

• Manages assigned digital products, services, platform, experiences and/or strategies Develops the strategy or executes on the strategy defined for assigned digital products and services, including working with relevant business partners to create the design, development, implementation, marketing and ongoing support for the product or service. Ensures projects, products or services follow existing Department processes and procedures.

• Primary Responsibilities:

• Responsible for overall oversight of assigned digital products, services, or platform and delivery of products on a platform.
  • Optimizing the products to drive greatest value to the business
  • Drive the commercialization (sale and adoption) of the products to increase adoption and utilization, connecting to Segment and Journey goals. Includes marketing plans
  • Identify and implement solutions for line of business’ strategic and growth needs leveraging technical capabilities of your product.
  • Create a vision for your product(s) helping to set strategy and influence the work of the segments, journeys and delivery teams
  • Act with ownership and independence, leveraging data and voice of the customer insights to drive the product and product strategy, and managing and influencing stakeholders at all levels
• Lead design, customer journey mapping and other product/project sessions.
  • Ensure that process maps are up to date with how the products and features function
  • Connect journeys across digital, and with other channels
• Provide ongoing support and resolution of issues with digital products or services.
  • Manage issues attributed to your product to ensure resolution
  • Manage existing issue escalations where product expertise is needed, and if customer outreach or communications are warranted
  • Support incident management and act as the initial contact for severity incidents on a rotation with all product managers
• Track and manage key performance indicators (KPIs) for assigned digital products or services.
  • Formally report on key data by the 5th of each month for the previous month In Health of the product (HOP) report
  • Frequently review available data (e.g. Qualtrics, Vendor, QM, tableau, etc.) to ensure that the product(s) are functioning as expected
  • Conduct a business review at least once a quarter (QBR)
• Understand and manage product risk, inclusive of all phases a product may be in and all pillars of risk to protect the Bank.
  • Optimize security and risk to achieve best customer experience and reduce cost to the business
• Serve as lead liaison for assigned digital product, service or platform in understanding the product, service, platform, or industry roadmap and how this will inform the Bank’s strategy and roadmap.
  • Act as a “thought leader” , by showing proactive initiative for products by understanding what is happening in the industry and better understanding how our customers use the products and the challenge that they have with them and learning about other vendors and understanding how they might improve the experience for our customers and internal stakeholders. Documenting and providing perspectives on vendors comparing current vendors to other solutions in the market.
  • Understand quality of product offering relative to the industry. Where M&T’s product may be differentiated for the better or worse and how that influences strategy
  • Identify frequent customer pain points and experience detractors to influence vendor management / selection and prioritization of work by the scrum teams
  • Manage vendor relationships to drive cost efficiency, achieve SLAs for optimal performance, includes negotiating contract renewals and new contracts
  • Gather and synthesize product insights (performance, trends, industry and customer insights) to manage existing assets and inform product evolution and strategies
  • Support Voyager Decom / GenM through “out of the room” work (e.g. providing subject matter expertise, representing digital on process improvement work, investing business rules, etc.)
  • Partner with stakeholders (Contact Center, Fraud, Business line PM’s, other Digital PM’s) to understand how your products affect them and identify solutions for their strategic needs.
• Provide training and mentoring to less experienced team members.
  • Also ensuring that there is redundancy in your role so that there are those that can support you for times like PTO.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Education and Experience Required:

• Bachelor's degree and a minimum of 4 years’ digital, marketing, product management, financial, operations and/or project management experience, or in lieu of a degree, a combined minimum of 8 years’ higher education and/or work experience, including a minimum of 4 years’ digital, marketing, product management, financial, operations and/or project management experience
• Strong interpersonal skills
• Strong verbal and written communication skills
• Strong analytical skills
• Excellent critical thinking skills
• Excellent problem-solving skills

Education and Experience Preferred:

• Master's degree
• Experience with process mapping or customer journey mapping
• Knowledge of how to write technical and business documentation
• Experience working on digital technology projects
• Previous financial services industry experience

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $103,000.00 - $171,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America