Product Manager

Company: CGL
Department:
Client Experience

Employment Type:

Regular Full-Time
Work Model:
Hybrid (2 days in office)
Language:
This role operates in English.
Additional Information:
This/these role(s) is/are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

As the Product Manager you will deliver best in class Digital experiences and own a large portion of the Digital product portfolio. You will be responsible for the client, advisor and operations experience when it comes to building out the capabilities and features. You will play an integral role in aligning the business needs to strategic delivery components that are prioritized based on impact, dollars and time to market.

• Collaborate with a cross-functional team to deliver solutions for the telephony channel, enhancing the guided omni-channel experience for cooperators.
• Lead and facilitate workshops to generate innovative ideas aimed at improving the client experience.
• Ensure delivery teams have all necessary requirements to provide a best-in-class customer experience solution.
• Partner with the analytics team to create weekly dashboards tracking the performance of the IVR and identify areas of opportunity based on insights generated.
• Develop and maintain a roadmap for the rollout of initiatives, ensuring timely and budget-compliant delivery in collaboration with delivery partners.
• Conduct market research and competitor analysis to inform product strategy and development.
• Communicate product vision and strategy to stakeholders and team members.
• Monitor and evaluate product performance, making data-driven decisions to optimize and enhance the product.
• Foster a culture of continuous improvement and innovation within the team.
• Play a leadership role in the team to ensure that solution features are in-scope, on-time and of high quality.
• Apply incremental delivery principles, drive the delivery of business value, communicate progress, elicit feedback, and enable stakeholder reviews for validation in the process.
• Review and assess opportunities for new improvements and functionality based on feedback and business objectives.
• Leading and engaging your team to deliver strategic objectives through effective coaching and mentoring, identifying and developing emerging talent, and fostering an innovative, collaborative, and agile culture.
• Represent the product & client/ customer:
  • Articulating a compelling vision for business capabilities and CRM products while building an ongoing operating plan for the team to manage, support and improve products.
  • Building the roadmap for assigned business capabilities and requirements and contributing to the overall vision and roadmap, while driving the digital product management process end to end.
  • Maintains a good understanding of clients/users (their expectation, needs and pain points) and the product and delivers this knowledge into the team to focus deliverables and priorities.
  • Be an advocate for the clients/users by owning issues, forming solutions and defining outcomes as you move the delivery of the roadmap to completion.
  • Utilizes a deep understanding of product and clients as well as solid internal stakeholder relationships to prioritize product needs against development.
  • Influence, persuade and advise on solution strategies and directions.
  • Educate the team in the business domain to help establish better understanding of the solution/product to deliver value.

• You build strong relationships and influence cross-functional teams to drive outcomes.
• You foster a culture of innovation, experimentation, and continuous improvement.
• You are a strategic thinker who can translate vision into actionable plans.
• You communicate clearly and effectively, adapting your…