TD Bank
Product Manager II, Customer Engagement Insights
TD Bank, Mount Laurel, New Jersey, United States,
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Hours:40
Pay Details:$110,760 - $178,880 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.Line of Business:Fonctions des services habilitants de l’entreprise
Job Description:The Product Manager II, Customer Engagement Insights is responsible for driving insights to fuel our communication strategy and reporting to understand the drivers of customer trends/behavior and how they are changing over time. This entails working closely with our partners across Analytics, Marketing and Product to measure the impact of new products, services and campaigns on key customer engagement metrics. You will also be tasked with assessing our current metrics and identifying opportunities to optimize and evolve how we measure customer engagement while balancing profitability.The Product Manager II should always be considering how to maximize value, assessing how the analytics can be continuously improved, contributes to a positive work environment and ensures that work embodies accuracy, transparency, collaboration, and engagement.Depth & Scope:Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as requiredDeep expertise requiring significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areasAccountable for specialized product development support based on deep product expertise and expert knowledge of Agile/Scrum processes, roles and practicesSenior specialist providing advisory services to executives, business segment leaders and governs the requirements for own workIntegrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertiseAnticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvementsAdvises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialtiesSolves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own fieldRequires innovative thinking to develop new solutionsImpacts the technical or functional direction and resource allocation of part of an enterprise function or business segmentEngages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational contextProvides leadership guidance, make recommendations and collaborate with business to ensure solutions meets the business needs on a complex project or programEducation & Experience:Undergraduate degree and / or product certificate requiredGraduate degree preferred10+ years relevant experience5-7 years Product Owner or Agile related delivery experienceCertified Scrum Product Owner (CSPO) certification and project management experience considered an assetScaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an assetCustomer Accountabilities:Partners with senior management to support the delivery of a product visionIn alignment with the product vision, create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user valueContinuously aligns with senior management on the product delivery roadmap, defined Minimum Marketable Features or Minimum Viable Products and release cadenceReviews performance analytics; recommend and champion strategies to enhance the customer or end user product experienceParticipates in scrum or Kanban events (e.g. stand-ups, retrospectives), express new ideas for improving product value or delivery efficiency, sharing with leadership as appropriateProactively engages established business process partners to ensure customers or end users are prepared for application changes and establish Day 2 processesCreates a value-focused product backlog and continuously iterate, ensuring there are user stories scoped and prioritizedProvides user story design, development and completion oversight; accepting / rejecting user stories based on the agreed upon Definition of Done and Acceptance CriteriaManages delivery initiatives and (depending on complexity) oversee multiple development team (pod) backlogsProactively raises issues that impede the efficient delivery of customer-focused incrementsResponsible for defect management and prioritizationShareholder Accountabilities:Ensures team adheres to enterprise frameworks and methodologies related to overall business management activitiesLeads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirementsSupports team in staying knowledgeable on emerging issues, trends and evolving regulatory requirements and assess potential impacts to the BankAssesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where requiredLeads the submission and discussion on the Quarterly Business Review, with respect to their productIdentifies, mitigates and reports on risk issues per enterprise policy / guidance and ensures appropriate escalation processes are followedEnsures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)Leads relationships with business lines / corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirementsLeads or contribute to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situationsDefines the OKRs in partnership with numerous stakeholders across the organizationProtects the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessaryManages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managedOversees or leads the facilitation and/or implementation of action / remediation plans to address performance / risk / governance issuesKeeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impactsMaintains a culture of risk management and control, supported by effective processes in alignment with risk appetiteEmployee/Team Accountabilities:Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialtyDevelops annual and/or long-term plans for own area and influences plans well beyond area managedResponsible for management of the overall team providing both leadership and guidanceSets targets and objectives for the team, and deliver resultsGrows team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value deliveredLeads a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and provide regular input into employee assessments and development plansLeads the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely mannerManages employees in compliance with all human resources policies, procedures and guidelines of conductShares knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teamsSupports an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successesRecruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectivesEstablishes and fosters a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectivesActs as a brand ambassador for the business area/function and the bank, both internally and/or externallyPhysical Requirements:Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%Domestic Travel – OccasionalInternational Travel – NeverPerforming sedentary work – ContinuousPerforming multiple tasks – ContinuousOperating standard office equipment - ContinuousResponding quickly to sounds – OccasionalSitting – ContinuousStanding – OccasionalWalking – OccasionalMoving safely in confined spaces – OccasionalLifting/Carrying (under 25 lbs.) – OccasionalLifting/Carrying (over 25 lbs.) – NeverSquatting – OccasionalBending – OccasionalKneeling – NeverCrawling – NeverClimbing – NeverReaching overhead – NeverReaching forward – OccasionalPushing – NeverPulling – NeverTwisting – NeverConcentrating for long periods of time – ContinuousApplying common sense to deal with problems involving standardized situations – ContinuousReading, writing and comprehending instructions – ContinuousAdding, subtracting, multiplying and dividing – ContinuousThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.Who We Are:TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable
compensation/incentive
awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn moreAdditional Information:We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague DevelopmentIf you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview ProcessWe’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.AccommodationIf you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
À la TD, nous avons pour objectif d’enrichir la vie de nos clients, de nos collectivités et de nos collègues, et nous avons en commun un ensemble de valeurs qui façonnent notre culture et guident nos comportements. En échange de l’engagement quotidien de nos collègues à aider la TD à réussir, nous nous engageons à leur offrir une expérience de travail qui repose sur l’impact, la croissance et la culture de bienveillance. Peu importe où vous travaillez à la TD, nous vous donnons les outils nécessaires pour faire changer les choses au travail et dans votre collectivité, explorer et faire progresser votre carrière et faire partie de notre culture de bienveillance et d’inclusion.Notre engagement à l’égard de la diversité, de l’équité et de l’inclusionÀ la TD, nous nous engageons à créer un milieu où les collègues peuvent être eux-mêmes au travail, avoir des possibilités équitables et se sentir respectés et soutenus. Nous avons à cœur de réunir un effectif inclusif qui reflète la diversité de notre clientèle et des collectivités où nous vivons et que nous servons.Aider à changer les choses dans nos collectivités – La promesse TD Prêts à agirÀ la TD, nous avons un engagement de longue date à bâtir un avenir plus inclusif et durable. C’est la raison pour laquelle nous avons lancé en 2018 La promesse TD Prêts à agir, qui est maintenant un projet nord-américain pluriannuel. Dans le cadre de La promesse TD Prêts à agir, nous visons un total de un milliard de dollars de dons aux collectivités d’ici 2030 dans quatre vecteurs clés de changement interreliés : Sécurité financière, Planète dynamique, Collectivités inclusives et Meilleure santé. Notre objectif est de soutenir le changement, de favoriser le progrès et de créer un monde meilleur et plus inclusif pour nos clients, nos collègues et nos collectivités.
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Hours:40
Pay Details:$110,760 - $178,880 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.Line of Business:Fonctions des services habilitants de l’entreprise
Job Description:The Product Manager II, Customer Engagement Insights is responsible for driving insights to fuel our communication strategy and reporting to understand the drivers of customer trends/behavior and how they are changing over time. This entails working closely with our partners across Analytics, Marketing and Product to measure the impact of new products, services and campaigns on key customer engagement metrics. You will also be tasked with assessing our current metrics and identifying opportunities to optimize and evolve how we measure customer engagement while balancing profitability.The Product Manager II should always be considering how to maximize value, assessing how the analytics can be continuously improved, contributes to a positive work environment and ensures that work embodies accuracy, transparency, collaboration, and engagement.Depth & Scope:Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as requiredDeep expertise requiring significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areasAccountable for specialized product development support based on deep product expertise and expert knowledge of Agile/Scrum processes, roles and practicesSenior specialist providing advisory services to executives, business segment leaders and governs the requirements for own workIntegrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertiseAnticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvementsAdvises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialtiesSolves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own fieldRequires innovative thinking to develop new solutionsImpacts the technical or functional direction and resource allocation of part of an enterprise function or business segmentEngages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational contextProvides leadership guidance, make recommendations and collaborate with business to ensure solutions meets the business needs on a complex project or programEducation & Experience:Undergraduate degree and / or product certificate requiredGraduate degree preferred10+ years relevant experience5-7 years Product Owner or Agile related delivery experienceCertified Scrum Product Owner (CSPO) certification and project management experience considered an assetScaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an assetCustomer Accountabilities:Partners with senior management to support the delivery of a product visionIn alignment with the product vision, create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user valueContinuously aligns with senior management on the product delivery roadmap, defined Minimum Marketable Features or Minimum Viable Products and release cadenceReviews performance analytics; recommend and champion strategies to enhance the customer or end user product experienceParticipates in scrum or Kanban events (e.g. stand-ups, retrospectives), express new ideas for improving product value or delivery efficiency, sharing with leadership as appropriateProactively engages established business process partners to ensure customers or end users are prepared for application changes and establish Day 2 processesCreates a value-focused product backlog and continuously iterate, ensuring there are user stories scoped and prioritizedProvides user story design, development and completion oversight; accepting / rejecting user stories based on the agreed upon Definition of Done and Acceptance CriteriaManages delivery initiatives and (depending on complexity) oversee multiple development team (pod) backlogsProactively raises issues that impede the efficient delivery of customer-focused incrementsResponsible for defect management and prioritizationShareholder Accountabilities:Ensures team adheres to enterprise frameworks and methodologies related to overall business management activitiesLeads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirementsSupports team in staying knowledgeable on emerging issues, trends and evolving regulatory requirements and assess potential impacts to the BankAssesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where requiredLeads the submission and discussion on the Quarterly Business Review, with respect to their productIdentifies, mitigates and reports on risk issues per enterprise policy / guidance and ensures appropriate escalation processes are followedEnsures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)Leads relationships with business lines / corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirementsLeads or contribute to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situationsDefines the OKRs in partnership with numerous stakeholders across the organizationProtects the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessaryManages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managedOversees or leads the facilitation and/or implementation of action / remediation plans to address performance / risk / governance issuesKeeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impactsMaintains a culture of risk management and control, supported by effective processes in alignment with risk appetiteEmployee/Team Accountabilities:Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialtyDevelops annual and/or long-term plans for own area and influences plans well beyond area managedResponsible for management of the overall team providing both leadership and guidanceSets targets and objectives for the team, and deliver resultsGrows team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value deliveredLeads a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and provide regular input into employee assessments and development plansLeads the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely mannerManages employees in compliance with all human resources policies, procedures and guidelines of conductShares knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teamsSupports an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successesRecruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectivesEstablishes and fosters a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectivesActs as a brand ambassador for the business area/function and the bank, both internally and/or externallyPhysical Requirements:Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%Domestic Travel – OccasionalInternational Travel – NeverPerforming sedentary work – ContinuousPerforming multiple tasks – ContinuousOperating standard office equipment - ContinuousResponding quickly to sounds – OccasionalSitting – ContinuousStanding – OccasionalWalking – OccasionalMoving safely in confined spaces – OccasionalLifting/Carrying (under 25 lbs.) – OccasionalLifting/Carrying (over 25 lbs.) – NeverSquatting – OccasionalBending – OccasionalKneeling – NeverCrawling – NeverClimbing – NeverReaching overhead – NeverReaching forward – OccasionalPushing – NeverPulling – NeverTwisting – NeverConcentrating for long periods of time – ContinuousApplying common sense to deal with problems involving standardized situations – ContinuousReading, writing and comprehending instructions – ContinuousAdding, subtracting, multiplying and dividing – ContinuousThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.Who We Are:TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable
compensation/incentive
awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn moreAdditional Information:We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague DevelopmentIf you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview ProcessWe’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.AccommodationIf you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
À la TD, nous avons pour objectif d’enrichir la vie de nos clients, de nos collectivités et de nos collègues, et nous avons en commun un ensemble de valeurs qui façonnent notre culture et guident nos comportements. En échange de l’engagement quotidien de nos collègues à aider la TD à réussir, nous nous engageons à leur offrir une expérience de travail qui repose sur l’impact, la croissance et la culture de bienveillance. Peu importe où vous travaillez à la TD, nous vous donnons les outils nécessaires pour faire changer les choses au travail et dans votre collectivité, explorer et faire progresser votre carrière et faire partie de notre culture de bienveillance et d’inclusion.Notre engagement à l’égard de la diversité, de l’équité et de l’inclusionÀ la TD, nous nous engageons à créer un milieu où les collègues peuvent être eux-mêmes au travail, avoir des possibilités équitables et se sentir respectés et soutenus. Nous avons à cœur de réunir un effectif inclusif qui reflète la diversité de notre clientèle et des collectivités où nous vivons et que nous servons.Aider à changer les choses dans nos collectivités – La promesse TD Prêts à agirÀ la TD, nous avons un engagement de longue date à bâtir un avenir plus inclusif et durable. C’est la raison pour laquelle nous avons lancé en 2018 La promesse TD Prêts à agir, qui est maintenant un projet nord-américain pluriannuel. Dans le cadre de La promesse TD Prêts à agir, nous visons un total de un milliard de dollars de dons aux collectivités d’ici 2030 dans quatre vecteurs clés de changement interreliés : Sécurité financière, Planète dynamique, Collectivités inclusives et Meilleure santé. Notre objectif est de soutenir le changement, de favoriser le progrès et de créer un monde meilleur et plus inclusif pour nos clients, nos collègues et nos collectivités.
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