Manager Digital Banking

Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, Eden Park and Fig.

Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

About the role:

The Manager, Digital Banking is responsible for defining and delivering best-in-class digital servicing experiences for Fairstone Bank’s deposit products, with a primary focus on GICs and savings products. This role plays a critical part in expanding self-serve capabilities, streamlining servicing journeys, and reducing manual and assisted servicing across channels.
The role works cross-functionally with Technology, Operations, Contact Centre, Risk and Compliance to deliver simple, secure, and scalable digital servicing solutions that support self-service, retention, regulatory compliance, and operational efficiency.

Key Responsibilities:

Digital Banking Strategy & Roadmap

• Own the digital banking strategy and roadmap for deposit products, with emphasis on self-serve Savings and GIC lifecycle management (e.g., onboarding, funding, renewals, statements, maturity instructions).
• Identify opportunities to digitize and automate high-volume servicing activities to reduce customer effort and operational dependency.
• Ensure servicing capabilities align with regulatory obligations, and growth objectives.

Customer Experience & Journey Optimization

• Analyze servicing demand drivers, customer inquiries, call volumes, and operational pain points related to deposit products.
• Partner with CX and IT teams to build intuitive, compliant, and low-friction digital journeys across online and assisted digital channels.
• Continuously improve digital journeys through data-driven insights, experimentation, and customer feedback.

Cross-Functional Delivery

• Translate business and servicing needs into clear digital requirements and acceptance criteria for Technology teams.
• Collaborate closely with Operations and the Contact Centre to ensure digital solutions reduce manual work and improve first-contact resolution.
• Support delivery through agile or hybrid delivery models, owning end-to-end execution from ideation to post-launch optimization.

Operational Effectiveness & Performance

• Define, monitor, and report on key digital servicing KPIs including digital adoption, call deflection, servicing volumes, turnaround times, and cost-to-serve.
• Track benefits realization for digital initiatives and provide clear reporting to senior leadership.
• Support operational readiness, training, and change management for new digital servicing features.

Risk, Compliance & Controls

• Ensure all digital servicing solutions comply with OSFI guidelines, consumer protection requirements, privacy standards, and internal policies.
• Partner with Risk, Compliance, Legal, and AML teams to assess and mitigate risks associated with digital deposit servicing.
• Support audits, control testing, and issue remediation related to deposit servicing processes.

What we’re looking for:

• University Degree
• 10+ years of experience in digital banking, digital servicing, product management, or operations within financial services.
• Strong understanding of deposit products, preferably including Savings and GICs / term deposits.
• Demonstrated success delivering digital self-serve capabilities that reduce servicing effort and improve customer experience.
• Experience working…