Product and Process Operations - New Canaan, United States - Bankwell Financial Group Inc

Description

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About Bankwell:


Summary of Position:

This individual has a strong background in Customer Experience and Project Management, with collaborative experience managing product.

This role will audit current internal and customer-facing processes to optimize for Customer Experience and work cross-functionally to improve and refine these processes.

This individual will also work collaboratively with Program Management to drive operational readiness for key business initiatives.


Requirements:

• Lead procedure audit and assessments across the organization to refine for Customer Experience
• Partnering with team leaders and staff, deeply understand internal procedures, policies, workflows that directly or indirectly impact customers
• Make recommendations to improve CX, efficiency, scalability, and effectiveness
• Collaborate with various stakeholders and teams to rebuild identified procedures and workflows
• Drive operational readiness for key business initiatives
• Participate in project planning process as a SME for [list of operational departments
• Build and execute operational readiness project plans for release of new products, features, and customer segments
• Manage operational team deliverables, ensuring schedule adherence for feature release
• Partner with program and project management on feature and product release readiness
• Lead operational process improvement, documentation efforts associated with key business initiatives
• Ensure procedures are maintained with new feature/product/customer releases
• Contribute to product strategy, making recommendations on product features and capabilities, documenting requirements, and participating or leading implementation of targeted initiatives
• Manage website Virtual Assistant program including strategy; messaging; and performance
• Collaborate with Program Management in Client Journey Mapping for all products

Qualifications & Skills:

• Minimum of 5 years in financial industry, preferably banking
• Minimum of 3 years in Customer Experience or Customer Service role
• Familiarity with Product Management best practices and functions
• Technically savvy and eager to learn
• Exceptional collaboration and people skills
• Strong organizational and documentation skills
• Demonstrates curiosity and eagerness for continual learning and development
• Ability to track the details of projects while maintaining focus on the big picture