Product and Process Operations

1 week ago

New Canaan, United States Bankwell Financial Group Inc Full time

Description:
**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

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