Senior Program Manager Digital Banking

Senior Program Manager Digital Banking

The Senior Program Manager for Digital Banking leads from the front and drives results from their team to delight our customers. In this role, the individual is involved in the management of customer obligations and interactions with our sales, product, service delivery, revenue, and best-practice functions for assign high-value-customers (HVC). The ability to work with HVC senior management and across the assigned Digital Banking project managers driven by the Companys program management oversight model results in meeting customer obligations, on-time and on-budget. This role is the coordination point for assuring consistency in our project on-boarding delivery process & its governance, hand-offs to sales and or product management for net-new or changed requests that require product enhancements, and on-going oversight for escalation of resolution actions needed to blocking issues with the customer program manager. This is a key on-boarding customer-facing role in the overall Digital Banking Global Services organization requiring experience and insights to project management, process management, product capabilities, and efficiency in work-flow processes to accelerate time-to-value for our customers. This leader leverages a collaborative style to affect work results and continuous improvement techniques to advance the work process and team knowledge and with our HVC(s). The culture desired is one of candor and high-performance without tolerance for substandard work results.

The Senior Program Manager will interact and communicate externally with the customer senior operational management and along with this same interaction up and across the Companies organizations for sales, product, development, SaaS operations, Information Security, customer support, and FP&A. This role is the expert in the Companies internal business processes for each of the above functions to ensure proper input from the customer program and to assure visibility within the functional organization. Escalations from the customer program(s) leverage the Companies processes while supported by both written and verbal communications to assure shortest-resolution to questions and or issues from any program project.

Building organizational relationships upon a known set of expectations and service levels between this organization and all others assures the focus on the work, how we leverage our resource expertise into the work, and where we find success for celebration and opportunities for improvement. The Company expectation is that we work with and for one another and this will be embraced in the cross-organizational relationship building and leverage of process to affect expected results and drive to world-class performance. Use and improvement of Company CAGS business practices and standards is an essential theme in the services organization. This focus enhances the foundation for repeatable work and scalability of the services team as the business grows and new talent is added to our organization. The role is committed to helping to on-boarding new employees, with or without experience, driving toward the existing standard process and practices while encouraging continuous improvement from and within the work of each employee. We are committed to this and our employee interactions demonstrate this while our results reflect this as we announce our success and lessons-learned.

Required Skills:

• B.S. or Masters degree in Computer Science, Engineering, Business or equivalent experience is preferred
• Advanced business and or technical insight of how a customer acquisition process occurs within a financial institution (FI) including required identification, application of FI business policies, application of the FI business processes into the acquisition solution, and the go-to-market expectations of the FI.
• Demonstrable experience managing programs comprised of a minimum of three (3) or more "concurrent" projects for large financial institutions or software companies
• Advanced/expert understanding of project management processes, risk management processes and methodologies
• Proven ability to manage and set client expectations
• Ability to manage client escalations and negotiate resolution
• 8 to 12 years technology consulting and/or technology management experience; 8+ years direct project management experience; 8+ years program management experience; 8+ years technology deployment experience with software solutions
• Must be able to interact with customers and partners at a senior level to drive product improvements and strengthen business relationships
• Experience with ASP and or SaaS technologies, that include: application platforms, integration and messaging technologies, assembly-line work process; and data and development tools
• Shares his/her experience as a teacher for process and improvement of process through a retrospective lessons-learned approach. Drives program improvement with the HVC team and BT team building increasing alignment to speed time-to-market for the HVC
• History of working with the sales team regarding solution selling of ASP or SaaS solutions in the banking industry
• Proven ability to manage multiple projects across the team meeting expected quality and revenue objectives
• Ability to interact with HVC or large company senior operational leadership for both the business and technology organizations. Confident in at least one of these focuses while equally confident to leverage Internal resources for the other, when needed
• High command of verbal and written English

Soft Skills Requirements:

• Self-motivated, team player, action-and-results oriented
• Well organized, good communication and reporting skills
• Strategic thinker with strong tactical execution experience
• Ability to successfully work under tight project deadlines
• Issue escalation/communication (i.e. needs to articulate issues clearly to those who need to be aware of issues that come up)
• Ability to know when to make decisions (versus when to defer to higher management) and how to communicate them to others on the team.
• Efficiency & Quality at the core of all work

Typical Responsibilities:

• Primary interaction leader for program project plans, project(s) status, escalation process, and owner/driver for the program communication program strategy & messaging
• Participates in HVC planning discussions to assure understanding of their business / go-to-market direction as it relates to active program projects
• Is the catalyst for program and project governance through the application and regular administration of the Companys Program & Project Management processes & best-practices. Conducts retrospectives on our performance to improve process & best-practice for the program & projects governance and shares that for organizational knowledge growth
• Oversight & full accountability for all customer program projects completed on-time and within budget
• Proactively anticipate problems or opportunities and mobilize colleagues in a risk management framework
• Champion for cross-organizational processes that drive maximum efficiency for the Company and our customers
• Provide customer delight through high quality, predictable, and valuable consulting / professional services and day-to-day interactions with the HVC(s)
• Establishes, develops and maintains deep customer contacts and working relationships with customers
• Supports & externally advocates/leverages the program projects to leverage our SaaS assembly-line work process for all projects assuring expected progress for the project, minimizes impact to project due to Internal or customer issues, and directs improvements from gaps or issues encountered in the work process
• Supports requested pre-sales activities, within assigned HVCs, working with the leader of the CAGS On-Boarding organization. Assures interactions in pre-sales discussions are documented and catalogued/stored for internal sharing.
• Work closely with and thru the program/project managers, product subject matter experts, implantation engineers, QA testers, and infrastructure architects assuring use of Company best-practices and standards for their program projects
• Maximizes opportunities for net-new revenue within the services organization by effectively managing change control and identification of new requests from HVCs
• Travel up to 25%