Hancock Whitney
Digital Banking Product Manager
Hancock Whitney, Austin, Texas, us, 78716
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Customer experience - understand how the customer perceives their banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve.Associate education/knowledge - work with training and front lines to ensure understanding and support for usage in the various defined channels.Regulatory compliance - monitor the industry for changing regulations affecting both servicing ability and revenue/cost.
Manages balance sheet to acceptable standards to adequately contribute to the overall profitability of the department and company.Accountable for identifying revenue growth areas and implementing solutions for potential revenue growth and/or cost savings opportunities.Maintains effective working relationships with existing vendors and searches for new vendors when necessary to implement cutting edge channel management opportunities. Participates in contract negotiations and effectively manages renewals to ensure adequate service levels and cost measures are intact.Work closely with Business Intelligence area as well as proactively monitor publicly available information (i.e., internet) to ensure that we are receiving the relevant and up-to-date information for research/benchmarking necessary to stay on the forefront with our offerings and services both competitively and from a regulatory perspective. Periodically benchmark performance against other financial institutionsMonitors channel and sales strategies within industry to identify gap opportunities in channel and offering line ups and develop actionable strategies to use our channels effectively to grow and retain a profitable customer base.Responsiveness to market conditions by monitoring and reacting to market and economic conditions to determine unique strategies and opportunities to achieve maximum channel utilization results as well as customer retention and acquisition.Stays abreast of industry trends within Retail Banking (regulatory, technology, competitors)Proactively identifies changes or technical enhancements and operational efficiencies needed to increase customer experience.Manages projects within retail banking, including requirements gathering, participation in design sessions, and making key decisions on retail initiativesProvides leadership and direction to cross functional teams empowered to execute process/channel improvementsIdentifies and removes barriers that slow or prevent the successful attainment of channel /productivity improvements.Works with operating leaders and teams to uncover and assess channel and revenue generating opportunities.Define reporting requirements necessary to effectively monitor individual channel, department and company goals and provide periodic channel performance reporting to management on an agreed upon schedule.Review MARSY roll up for delivery channelsSUPERVISORY RESPONSIBILITIES:Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:Bachelor's degree or commensurate experience7+ years of Management of Online or Mobile Banking or customer-facing websites, from conception through launch and iterationFinancial services industry experience strongly preferred2 years of management experience preferredA track record for creating a simple, elegant, end-to-end customer experiencesExperience in managing software channel development lifecyclesExperience writing business requirements, user stories and use casesAbility to translate customer needs into business and channel requirementsStrong ability in coordinating multiple time sensitive projects and activities simultaneouslyStrengths in problem solving, issues-resolution skills, ability to work in a deadline-driven environmentExcellent interpersonal and communication skillsUnderstands digital marketing tools, techniques and metricsESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:Ability to travel if required to perform the essential job functionsAbility to work under stress and meet deadlinesAbility to operate related equipment to perform the essential job functionsAbility to read and interpret a document if required to perform the essential job functionsAbility to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Customer experience - understand how the customer perceives their banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve.Associate education/knowledge - work with training and front lines to ensure understanding and support for usage in the various defined channels.Regulatory compliance - monitor the industry for changing regulations affecting both servicing ability and revenue/cost.
Manages balance sheet to acceptable standards to adequately contribute to the overall profitability of the department and company.Accountable for identifying revenue growth areas and implementing solutions for potential revenue growth and/or cost savings opportunities.Maintains effective working relationships with existing vendors and searches for new vendors when necessary to implement cutting edge channel management opportunities. Participates in contract negotiations and effectively manages renewals to ensure adequate service levels and cost measures are intact.Work closely with Business Intelligence area as well as proactively monitor publicly available information (i.e., internet) to ensure that we are receiving the relevant and up-to-date information for research/benchmarking necessary to stay on the forefront with our offerings and services both competitively and from a regulatory perspective. Periodically benchmark performance against other financial institutionsMonitors channel and sales strategies within industry to identify gap opportunities in channel and offering line ups and develop actionable strategies to use our channels effectively to grow and retain a profitable customer base.Responsiveness to market conditions by monitoring and reacting to market and economic conditions to determine unique strategies and opportunities to achieve maximum channel utilization results as well as customer retention and acquisition.Stays abreast of industry trends within Retail Banking (regulatory, technology, competitors)Proactively identifies changes or technical enhancements and operational efficiencies needed to increase customer experience.Manages projects within retail banking, including requirements gathering, participation in design sessions, and making key decisions on retail initiativesProvides leadership and direction to cross functional teams empowered to execute process/channel improvementsIdentifies and removes barriers that slow or prevent the successful attainment of channel /productivity improvements.Works with operating leaders and teams to uncover and assess channel and revenue generating opportunities.Define reporting requirements necessary to effectively monitor individual channel, department and company goals and provide periodic channel performance reporting to management on an agreed upon schedule.Review MARSY roll up for delivery channelsSUPERVISORY RESPONSIBILITIES:Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:Bachelor's degree or commensurate experience7+ years of Management of Online or Mobile Banking or customer-facing websites, from conception through launch and iterationFinancial services industry experience strongly preferred2 years of management experience preferredA track record for creating a simple, elegant, end-to-end customer experiencesExperience in managing software channel development lifecyclesExperience writing business requirements, user stories and use casesAbility to translate customer needs into business and channel requirementsStrong ability in coordinating multiple time sensitive projects and activities simultaneouslyStrengths in problem solving, issues-resolution skills, ability to work in a deadline-driven environmentExcellent interpersonal and communication skillsUnderstands digital marketing tools, techniques and metricsESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:Ability to travel if required to perform the essential job functionsAbility to work under stress and meet deadlinesAbility to operate related equipment to perform the essential job functionsAbility to read and interpret a document if required to perform the essential job functionsAbility to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.