We are looking for a Manager, Innovation & Digital Initiatives to join the team in supporting the design and delivery of customer experiences for the Digital Controls portfolio.  The portfolio areas of responsibility include products, processes, and procedures involving authentication, user, access, and privilege management as well as assisting with fraud prevention and cyber security efforts. 

As a key contributor to the Digital & Innovation team, the ideal candidate is accountable for supporting the delivery of key initiatives to achieve business objectives for the digital controls portfolio. This individual will support the delivery of desired outcomes to achieve an optimal and secure customer experience by leveraging their understanding of digital controls, customer feedback, analytics, as well as market trends. 

Key Responsibilities: 

• Serves as Product Owner in an Agile environment to deliver key initiatives in alignment with the roadmap, defining clear outcomes and goals for each initiative with associated KPIs/Metrics to ensure success and alignment with the overall vision and strategy. 

• Monitors and prioritizes issues related to customer experience, process performance and other key metrics for the portfolio. 

• Understands and keeps up to date with emerging technologies, trends, regulations, policies and innovative solutions especially in digital authentication, fraud, and cyber security. 

• Assists in the development of strategic plans; Identifies emerging issues and trends to inform decision-making. 

• Supports the tracking, prioritization and resolution of issues related to customer digital experience. 

• Provides advice and guidance to assigned business/group on implementation of solutions; Represents the “voice of the customer” for the digital customer experience, familiar with customer feedback/pain points. 

• Analyzes customer data and information to provide insights and recommendations. 

• Gathers and formats data into regular and ad-hoc reports, and dashboards. 

• Helps determine business priorities and best sequence for execution of business/group strategy. 

• Recommends and implements solutions based on analysis of issues and implications for the business. 

• Build and manage relationships with key partners such as Product, Financial Crimes Unit and Technology to effectively respond to incidents and shifts in fraud trends and customer needs. 

• Builds effective relationships with internal/external stakeholders including third party suppliers, and collaborates with internal and external stakeholders in order to deliver against business objectives. 

• Influences and negotiates to achieve business objectives. 

• Ensures alignment between stakeholders. 

• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives. 

• Decides how to address requirements/user stories/product needs. 

• Writes user stories and helps to define requirements. 

• Supports execution and build of team deliverables/work streams within required service level agreements and standards. 

• Works with development and platform teams to ensure quality and timeliness of changes into the channel operations environment. 

• Provides specialized consulting, analytical and technical support. 

• Broader work or accountabilities may be assigned as needed. 

Qualifications/Skillsets: 

• Typically 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience. 

• Subject matter expertise/experience in a Digital Controls and/or risk related domain such as Fraud Management, Information Security, Cyber Security. 

• A high level of curiosity, comfort with ambiguity and willingness to challenge the status quo, perspectives on how technology influences the future of banking, security and customer experience. 

• Proactive - Always looking for and acting on white spaces and new growth opportunities for the business. 

• Decisive – Ability to consume and interpret relevant data to drive product decisions / recommendations in a timely manner. 

• Ability to translate strategy, market trends, and customer needs into requirements and integrated, deployable feature sets. 

• A track record of building and deploying digital initiatives across mobile, tablet & desktop within the financial services industry. 

• Ability to work independently and regularly handles non-routine situations. 

• Verbal & written communication skills - Advanced 

• Analytical and problem-solving skills. - Advanced 

• Collaboration & team skills; with a focus on cross-group collaboration. - Advanced