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Digital Product Manager - Acquisition Effectiveness

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Buffalo, NY

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Job Description:

Digital Product Manager - Acquisition Effectiveness

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Job Description


Develops, implements and enhances robust metric driven processes around Operational Excellence, Compliance, and Client Experience. Partners closely with all stakeholders on compliance and client experience scorecards and reporting

Utilizes fact based approaches to identify size, prioritize and implement operational improvements aimed at maximizing Client Satisfaction, minimizing risk and supporting P&L growth

Oversees investigation of digital account opening issues, complaints and problems in order to define root causes along with short and long term resolutions. Proactively monitors non-escalated complaints and issues to do the same (e.g., customer listening, surveys)

Partners closely with Acquisition Product Managers to develop new digital services and solutions based on business objectives, performance, voice of customer, technology developments and market insights

Leverages industry insights and emerging trends to infuse digital solutions into existing bank processes in support of digital acquisition and channel experience

Drive the business requirements for new and existing operational enhancements, including appropriate test planning and Product Management gating rollout process

Develops comprehensive plans to bring to life new solutions and enhancements to the digital acquisition channel

Orchestrates key stakeholders across multiple areas including KTO, Sales, Marketing & Client Insights, Branch and Call Center Operations, and Legal and Compliance to deliver initiatives effectively in support of defined business objectives

Partners with Digital Acquisition Product Managers, Fraud, and Enterprise Security Services to define fraud processes, procedures and associated client experiences

Partners with LOBs and stakeholders to manage associated Vendor relationships with a focus on SLA performance management, contract optimization, Third Party Management and execution of Vendor related initiatives. Will work closely with Operational teams to determine opportunities for improvement with existing/new vendors

Supports Product Management team with compliance, audit and regulatory requests as warranted. Performs activities to support Digital Acquisition team s first line of defense testing.

Understands regulatory and compliance influences on the application, partnering closely with Risk, Fraud, and Compliance to proactively mitigate client and corporate risk

Maintains expertise in field related to the Consumer products function, including: thorough understanding of consumer financial service needs, in-depth knowledge of financial institutions' capabilities to meet those needs, sound operational knowledge, comprehension of research capabilities and use, knowledge of profit/cost/revenue streams, compliance and regulatory environment, and thorough understanding of the marketing discipline and its impact in each of these areas

Ability to work on multiple projects at once and prioritize delivery based on key objectives.


Bachelor s degree in Business, Marketing or equivilent preferred.

2 years demonstrated experience in eCommerce or Digital preferred.

2 years experience in operations or product management preferred.

Digital native with a clear understanding of digital technology and consumer trends

Knowledge of retail banking, including marketing, origination, products, and current industry trends

Familiarity with defining, capturing and utilizing client experience inputs (e.g., market research, competitive benchmarking) and client insights to influence and optimize processes.

Experience with Lean Six Sigma and associated DMAIC principles preferred (e.g., experience mapping, root cause identification, improvement ideation).

Excellent communication skills, both written and verbal, a strong degree of flexibility and the ability to adapt to an ever changing list of priorities while providing excellent customer service required

Highly organized with ability to drive complex cross functional projects and influence multidisciplinary teams

Experience developing Financial or Technology partnerships

Ability to execute; proven ability to drive projects from concept to rollout (preferably experience with technology and operational related initiatives).

Proven ability to work within a team and project environment (agile preferred)

Proficient with business PC tools (MS Windows and Office Products including Word, Excel, etc.).

About the Business

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.

About Key

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled.

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Company Profile
It's the most important thing we do. Our nationally recognized industry experts with KeyBanc Capital Markets Inc. and dedicated financial professionals at KeyBank are focused on your business, every day. We demonstrate our value through our broad financial platform and our commitment to

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