Firstrust Bank

Online Banking Channel Manager

Location US-PA-Horsham
Job ID
2021-2038
# Positions
1

Objective

Firstrust Bank is seeking an innovative, customer-focused individual to lead our Online Banking and Digital Account Opening strategy and execution across our consumer and business customer segments. The ideal candidate will be responsible for platform usage and penetration, including building and managing multi-channel campaigns to support channel growth. This position is responsible for creating channel awareness, retaining users by continuing to add value and create engagement opportunities, creating conversion opportunities for customers to try new products and services, and measuring customer feedback along the buyer’s journey. Qualified candidates will achieve success through leading technical, in-depth conversations between vendors and key stakeholders in order to advocate for the user experience and increased adoption of online platforms.

 

In addition to promoting the value of Firstrust’s digital tools, this position is expected to create world-class account opening and onboarding experiences through connecting applications, data, and communication to remove friction and identify opportunities to optimize support processes. A blend of technical and relational skills will be required for success as influencing an idea or enhancement from fruition through to implementation is expected. To stay close to both customer and business needs, the incumbent will be expected to maintain strong relationships between Marketing, Technology, Operations, Business, Commercial and Retail Banking. If you are a self-starter, have strong analytical skills, and an unwavering passion for listening to customer needs and finding creative ways to solve problems, this position may be right for you.

 

Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.

 

Minority/Female/Disabled/Veteran

Responsibilities/Duties

  • Proactively drive and track platform adoption
  • Manage quarterly roadmaps, product testing, and customer communication
  • Responsible for channel growth, churn, and retention metrics
  • Analyze customer trends and channel activity to understand behavior and synthesize into actionable insights
  • Technical product knowledge of consumer and business online banking services

DECISION MAKING:

  • Responsible for identifying, implementing and managing appropriate product strategies and partnerships to build out a delivery roadmap driving revenue growth opportunities. 

ACCOUNTABILITY:

  • Accountable for product management and development of online and mobile digital banking capabilities
  • Manage and prioritize vendor roadmaps / change management.
  • Establish digital banking delivery programs.
  • Overall penetration of online and mobile platform products and services.

 

Essential Functions

  • While performing the essential functions of this position, the employee is subject to sedentary work for extended periods of time. Some amount of mobility in order to attend in-person meetings across two office locations is necessary.   The employee must be able to use computer and office equipment and communicate and exchange information to internal and external customers.  

Knowledge - Skills & Abilities

  • Experience in running large, complex projects
  • Strong presentation and communication skills across all key stakeholders, including Sr Leaders, business partners and marketing team members
  • Track record of achieving targets and goals/quotas
  • Self-motivated and strong organization/time management skills
  • Proactive and open to work with cross functional teams to achieve results
  • Experience in financial services or enterprise level customer onboarding, solution implementation, customer engagement, retention efforts, and equivalent functions preferred.
  • Experience in online banking, building digital applications, e-commerce or understanding of similar online customer management platforms.
  • Marketing cloud or other marketing automation experience for campaign management is a plus.
  • 3 years’ experience as a product manager, preferably in the digital or fintech space.
  • Demonstrates strong communication ability with business, IT, Operations, marketing and sales teams to drive results.
  • Proficient in UX and design
  • Excellent organizational and project management skills.
  • Ability to think, plan and execute resourcefully, across multiple tasks, with minimal supervision.

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