Product Manager Senior

About the Role

The Product Manger Senior is responsible for working with an interdepartmental team to develop and implement the TotalDirectBank (TDB) strategy. TDB is a 100% internet-based banking platform. The Product Manager will lead an interdepartmental team from across the bank and work with internal and external stakeholders to find optimal solutions that balance growth, profitability, client experience (NPS), and risk (fraud/operational/consumer compliance).

Key collaborators include:

Prelim, external partner managing the TDB application process.

External risk partners like LexisNexis.

CNB Call Center, fostering strong relationships with management and staff to ensure exceptional client service delivery.

Digital channels operations team, overseeing electronic services such as online banking, mobile banking, and electronic funds transfers.

Consumer compliance team, ensuring products, services, and policies comply with regulatory requirements.

Fraud team and detection vendors (e.g., LexisNexis, Persona, Chexsystems) involved in platform optimization.

Marketing team, responsible for digital marketing, website management, brand, and client experience.

Transformation team focusing on data, analytics, and marketing cloud.

Finance team for rate management.

In this role, the Product Manager Senior exercises discretion to navigate complex relationships and decisions critical to achieving strategic objectives for TDB, while ensuring alignment with organizational goals and regulatory compliance.

What You'll Do

Lead an interdepartmental team to achieve divisional goals, focusing on new client acquisition through optimization of rate/marketing spend, client experience, and application friction points.

• Interpret and improve the division's Profit and Loss (P&L) over time.

• Ensure alignment and communication across Finance, Marketing & Client Experience, Digital Channels, IT and Operations, and Enterprise Risk Management.

• Report weekly on key performance indicators (KPIs) to Partnership & Products Manager, and bi-monthly at Business Unit Reviews (BUR), including application volume (# and $), pull-through (# and $), significant client increases and decreases, CD renewal rates, online and mobile banking penetration, phone calls (#, duration, type, complaints), fraud incidents (potential losses, actual losses), and postmortems on incidents over $20k.

• Collaborate with strategy, IT, Digital Channels, Marketing, and external partners to enhance the overall client experience, improve onboarding, and increase pull-through rates to over 40%.

• Enhance post-onboarding online banking experience and expand platform with new products (e.g., ACH, Zelle, RDC) to drive divisional growth and profitability.

• Manage Risk Assessments and audit requests specific to TDB.

• Build strong relationships with call center management and staff to ensure they are equipped to handle client inquiries, guide applicants through the application process, manage CD renewals and closures, address client concerns, and maintain proper documentation and responses to complaints.

• Maintain high client retention by improving client experience and Net Promoter Score (NPS).

• Enhance operational efficiency by collaborating with partners to improve policies, procedures, call center, IT, and operations workflows.

• Recommend and implement product enhancements (e.g., onboarding, mobile banking, online banking, money transfers), including expanding product offerings to include Residential and SBA lending.

• Mitigate fraud, operational, and regulatory risks by defining risks and developing mitigation plans in compliance with rules and regulations.

• 8-10years prior experience managing online banking platform at a retail or commercial financial institution.

• Thorough understanding of banking products and services.

• Successful record of accomplishment in establishing effective cross-functional partnerships and relationships.

• Strong written and verbal communication/presentation skills. Good interpersonal and excellent communication skills.

• Excellent numerical skills and some financial modeling ability in excel.

• Competent in the use of Microsoft Office, especially Word, Excel, and Power Point.

• Sufficient knowledge of Federal and State banking regulations.

• Demonstrated executive level relationship building and partnering skills.

• Working knowledge of regulations and best practices regarding personal, commercial, or business banking.

• Comfortable with legacy pushback, managing up, communicating to executives your vision.

• Customer-focused approach to solving problems.

• Meticulous attention to detail.

• Experience building new capabilities and challenging the status quo.

• Bachelor's Degree in Business Administration, Economics, Math, or Statistics.
• An equivalent combination of education and relevant professional experience may be considered in lieu of a degree.

City National Bank of Florida is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants. We do not discriminate on the basis of race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other status protected under federal, state, or Florida law. City National Bank of Florida complies with the Americans with Disabilities Act (ADA) and applicable Florida laws. Qualified individuals with disabilities who require a reasonable accommodation in order to complete the online application or participate in the hiring process may contact our Human Resources Talent Attraction Department at 305-577-7207 or by email at talent.attraction@citynational.com.