The Payments - Digital and Design Product team thrives in fast-paced environments where operational stability and rapid response are paramount. The team drives value for customers by ensuring seamless service continuity, minimizing client impacts, and proactively improving processes. Join our dynamic team and make a meaningful impact by leading incident response, release coordination, and change management activities that safeguard and enhance client experiences.
As part of the Business Continuity team, you play a key role in managing critical events, utilizing automation and AI-enabled tools, and contributing to ongoing process enhancements. You act as the voice of operational excellence, ensuring that incidents are resolved efficiently, releases are executed smoothly, and changes are managed with minimal risk. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to deliver high-quality outcomes that exceed customer expectations. You are forward-looking, curious, and adaptable and always seeking opportunities to leverage technology, including AI and automation, to enhance incident management, communication, client impacts, and reporting efficiency.
Job responsibilities
- Supports the incident management function by ensuring prompt assessment, escalation, and resolution of production issues to reduce client impact and uphold operational stability
- Supports release and change management activities to help enable smooth deployments and controlled changes while minimizing risk
- Leverages AI-enabled tools, automation platforms, and copilots to enhance incident response, communication, client impact analysis, and reporting efficiency; proactively identifies opportunities to apply technology for process improvement
- Demonstrates curiosity, adaptability, and comfort with new tools; fosters a culture of experimentation and continuous improvement, encouraging the team to explore and adopt innovative solutions
- Facilitates clear and timely communication during incidents, releases, and changes, ensuring stakeholders are informed and aligned
- Builds and tracks key success metrics for incident, release, and change management, including response times, client impacts, risk posture, and reliability
- Demonstrates superior judgment to mitigate risk; fosters an environment where risk/control issues are escalated and creative solutions are identified
- Instills a security-first mindset through coaching and mentorship; identifies and encourages areas for growth and improvement throughout the team
- Invests in relationships and improves collaboration with a "one team" mentality; recognizes successes and takes action on opportunities for improvement
Required qualifications, capabilities, and skills
- Years of experience or equivalent expertise in product management or a relevant domain area
- Advanced knowledge of the product development life cycle, design, and data analytics
- Proven ability to lead product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
- Understanding of systems development methodologies and ability to manage business partners, technology resources, subject matter experts, user interface design, Quality Assurance (QA), User Acceptance Testing (UAT), and all other groups involved in the end-to-end process
- Familiarity of AI-enabled tools and ability to utilize technology to support operational processes and decision-making
- Knowledge of electronic banking products and systems
- Self-starter who thrives in a fast paced, collaborative, and cross functional environment
- Excessive attention to detail and ability to work independently
- Critical thinker with strong problem-solving skills
- Strong relationship management skills with the ability to quickly build trust and rapport with excellent communication and presentation skills
- Excellent organizational, multitasking, and prioritizing skills
Preferred qualifications, capabilities, and skills
- Demonstrated prior experience working in a highly matrixed, complex organization
- Ability to communicate across multiple teams with influencing and relationship skills
- Ability to manage and deliver large scale solutions globally
- Knowledge of payments, risk and security
- Flexibility to adapt plans for change realities