AVP, Servicing Product Lead, Digital Banking

JOB SUMMARY: The AVP, Servicing Product Lead, Digital Banking, is responsible for leading all aspects of servicing across our digital banking ecosystem. The Lead has end-to-end ownership of servicing solutions, ensuring exceptional customer experience and operational efficiency. This role works in close partnership with the existing servicing tech lead, driving platform enhancements and collaborating cross-functionally to deliver scalable solutions.

DUTIES AND RESPONSIBILITIES:

• Product Vision & Strategy: Define and execute the overarching vision for digital banking servicing, aligning platform strategy and improvements with business goals and customer needs
• Backlog Management: Own and prioritize the servicing product backlog, translating requirements from business, operations, and customers into actionable user stories and acceptance criteria
• Cross-Functional Collaboration: Work closely with the servicing tech lead and engineering teams to deliver robust features and enhancements; facilitate agile processes and ensure smooth sprint execution
• Stakeholder Engagement: Gather, interpret, and champion feedback from a broad group of stakeholders-operations, customer support, compliance, and end users-to inform product decisions and strategy
• Platform Enhancement: Oversee ongoing improvements to servicing capabilities, with Savana as the current platform, focusing on scalability, reliability, and user experience; remain open to future platform evolution
• Documentation & Communication: Maintain clear, up-to-date documentation for servicing requirements, release notes, and process flows; communicate progress and challenges transparently to all stakeholders
• Quality Assurance: Partner with QA and technical teams to establish acceptance criteria, support user acceptance testing (UAT), and ensure high standards of delivery
• Market & Regulatory Awareness: Keep abreast of digital banking trends, competitor servicing platforms, and regulatory changes impacting servicing operations
• Coordinate with platform vendors and SI partners to manage projects, resolve issues, and align on roadmap priorities; ensure vendor deliverables meet established timeframes and support the Bank’s servicing strategy
• Perform other duties as assigned

QUALIFICATIONS:

• Bachelor’s Degree preferably in Computer Science, Business, Engineering, or a related field required
• Minimum of 6 years of experience as a Product Owner, Business Analyst, or similar role, preferably within digital banking, fintech, or SaaS environments required
• Strong technical acumen and ability to collaborate with technical leads and engineering teams
• Experience working in Agile/Scrum environments
• Understanding and experience with banking operations (call center, payment operations, fraud operations)
• Hands-on experience with servicing platform administration, configuration, or implementation (Savana or equivalent)
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational skills and attention to detail
• Outstanding problem-solving and time management skills
• Self-motivated, self-directed, and results-oriented
• Adaptable and able to multitask in a fast-paced environment
• Can work independently and within a team; solution-oriented with a collaborative approach