product manager
u.s. bank
Total years of experience :21 years, 11 Months
• Manage new product design, development, and deployment.
• Support day-to-day activities of the various workstreams related to the new product.
• Collaborate with multiple partner groups across the organization.
• Partner with key stakeholder groups across the company to execute go to market strategies to ensure successful commercialization.
• Work with third party vendor to design, develop and implement new product.
• Focus on new product requirements and help design processes to fulfill the project initiatives.
• Develop recommendations to advise senior management.
• Ensure successful completion of various solutions workstreams.
-Responsible of the end to end creation, writing, formatting, editing, design and production of the treasury Request for Proposal (RFP).
-Manage multiple Requests for Proposals deals that are various in complexity and requirements.
-Provide complete support and consultation to the Sales and Client Management teams; gather products and services information into the responses
-Work with various business partners in Contract Management, Legal, Human Resources, Treasury Product and Supply Chain to obtain and format bank appropriate responses and language into the Client’s RFPs.
-Managed projects that focus on treasury fulfillment client experiences.
-Consulted and provided process design recommendations on account management structure (client ordering supplies, treasury products and accounts deletes). Worked in a team environment to identify gaps and revamp specific procedures and business rules.
-Provided specific recommendations that influenced the structure of project work streams, scope, timeline and processes.
-Recruited resources with specific qualifications and roles to provide support and validation to various projects.
-Responsible to create and launch project communication plan to the appropriate audience where required.
-Managed a complex project titled Significantly Reduce Paperwork Initiative (SRP), where the focus has been specifically on eliminating all treasury implementation documentation and data redundancy in an effort to ultimately reduce paper, cost and simplify the client service experience.
-Created and developed strategic plans by collaborating with resources from Product, Legal, Quality and Productivity, Implementation, Global Treasury Operations, Servicing and Technology to research, analyze and design solutions for paper reduction with positive client impact.
-The results of (SRP) reduced the number of treasury forms by 25% and reduction of average print per associate of 42%. In addition, it provided faster end to end fulfillment process, delivery timeline and a capacity lift, which enabled the bank associate to focus on clients needs, new and complex product implementations. The client feels a reduction in traffic of forms and a simplified banking process.
-Managed small projects that focus on improving and reengineering treasury products procedures, implementations, training materials and instructions.
- Applied design thinking principles to define and develop a cross-functional initiative dubbed Project Transformation by Design. Project was concerned with reinventing the treasury product fulfillment experience for commercial and large corporate clients.
-In a team environment, we employed innovative and design research methods such as in-context video interviews/observations of external clients and internal bank associates (Ethnography work), storyboard creation of field visits, and insights synthesis.
-Built a collaborative team space dubbed the “Design Studio” to house core team members, participated in weekly field visits, brainstorming and rapid prototyping workshops, and presented interactive presentations with executives and key stakeholders.
-Designed and lead the work of the Mirror concept as a DFSS greenbelt project. The project focused on designing new copy capability function within the product implementation system, with high level of quality, efficiency and accuracy. The concept presented a straightforward service implementations and faster cycle time of product setups for clients and associates. The Mirror implementation process is a great success, it helps in reducing the associate implementation process time from 26 minutes to 6.5 minutes with a significant high accuracy rate in product implementation solution.
-Created training material for Mirror Implementations. Scheduled and trained 250+ associates on the Mirror process.
Daily oversight and management of work processes, audits, metric reporting and activities over a team of 15-26 implementation advisors. Prepared and conducted monthly one on one and quarterly reviews for associates.
-Reviewed resumes for staffing requirements and selected candidates with specific qualities that most suits job qualifications.
-Interviewed candidates and influenced the decisions of hiring the most qualified candidates for implementation and servicing positions. Ensured the recruits carry specific qualification for the position demands and responsibilities.
-Handled end to end orientation for new hires, created training materials, and facilitated training of products, systems.
-Successfully implemented new processes to provide employee satisfaction and elevate productivity.
-Applied leadership model when coaching implementation advisors, and working with business partners and clients.
-Managed large and commercial client’s implementation projects and portfolio’s. Consistently build strong client relationships.
-Directly influenced the restructuring of sales manager’s portfolios with clients and implementation -Managed clients and business partners’ escalations and concerns. Worked with internal business partners to identify client needs to determine better changes and development within service areas and implementation.
-Supported and managed multiple high growth real estate clients. Implemented wide range of Bank of America treasury products from the simple to the complex, and streamlined the client’s workflow. Consistence within the bank’s Service Level Agreement (SLA) for processing products, adherence of Implementation, and department audits.
-Maintained follow-ups with clients to ensure satisfaction of treasury products and services provided. Handled client’s escalations and issues.
-Traveled to client’s offices to provide and sell banking services and cash management products.
-Pointed leadership to handle day to day issues for the implementation team. Supervised personnel and business matters and concerns. Extracted and developed internal management reports.
-Managed business partner’s issues, client’s escalations and built strong relationships between clients, sales managers and the implementation advisors.
-Provided recommendation on selected candidates and influenced decision of new recruits.
-Developed training materials for treasury products and new hires. Facilitated orientation for new hires and act as mentor to develop implementation advisors by coaching and giving direction of new team members into their new implementation role. Voted the most reliable and resourceful within the team.
-Provided account management and client servicing for assigned large corporate and commercial clients with
High revenue and specialized treasury products and services needs.
-Managed, lead and implemented client migrations and acquisitions during the Bank of America and NationsBank merger.
-Consistently offered excellent service to exceed client’s expectations and build strong relationships between clients and treasury sales.
-Traveled to client’s sites to provide and sell banking services and cash management products.
-Researched, analyzed, and resolved various domestic and international cash management and depository products.
-Trained new customer service representatives, coached, and mentored the new members into their new role.