The Product department develops exceptional products that are consistent with the Bank’s mission and strategy, and delivers great experiences for our clients. Specifically, the department builds value propositions to deliver against a competitive product roadmap, manages the profitability and usability of our existing suite of offerings, and partners with key departments to ensure an exceptional client experience. Payments & Lending covers four product groups; Chequing/Debit, Unsecured Lending, Credit Cards, and Secured Lending.
The Manager, Channel Support will collaborate on the implementation of optimization initiatives, partnering closely with cross-functional teams both internally and externally to help develop integrated solutions to improve efficiency and sustain sales performance. The incumbent will manage the creation and maintenance of effective communication pieces for product launches, enhancements and policy changes to be delivered through various mediums primarily to the Bank’s contact center and physical distribution channels. The incumbent will provide excellent support and expertise to the Learning & Development team, sales support staff, sales leaders, business lines and other functions.
The Manager, Channel Support, Product Management reports directly to the Director, Product Management.
Manage the effective and timely communication of product and policy enhancements to all Tangerine channels to support new product/program launches and enhancements.
Identify critical information required to be communicated to each of these unique channels; creating distinct communication pieces for each channel to articulate product, policy or other enhancements/changes
Manage maintenance, content, creation, and production of various collateral material to support new product/program launches and enhancements and maximize acquisition of new customers and support channel sales objectives
Design/ Develop/write product/policy updates to various collateral and marketing material including product factsheets, brochures, sales tools, scripts, seminars, advertising, website, e-marketing.
Support annual campaigns, assisting in production of sales channel training material, skill building sessions, game, scripting material as applicable.
Provide analytical support and competitive research to support business strategies/decisions/ proposed programs related to sales channels.
Assist with the preparation of business cases for presentation to Senior Management, developing presentation of data/information/ recommendation which are clear, concise. Amd accurate.
Manage the maintenance of internal and external websites.
Proactively provide excellent support and product expertise to the contact centre, physical distribution outlets and marketing functions.
Act as product representative on cross-functional teams to help manage implementation and support of new initiatives related to sales channels
Review legal contracts with external agencies as required.
Other duties as assigned.
- University or College Degree
- Minimum 5 years of experience in either Sales or Marketing
- Strong experience with lending products, processes and operations
- Extensive experience with front line lending sales and market analysis
- Adult Education certificate or training experience an asset
- Specialized Knowledge
- Extensive Lending knowledge - solid understanding of lending products and processes
- including 5+ years of Mortgage experience
- Technical Skills
- Strong PowerPoint and Excel skills
- Strong analytical and data skills
- Able to effectively simplify complexity to ensure a superior client experience
- Ability to effectively influence stakeholders without formal authority
- Ability to work with minimal supervision
- Able to think outside of the box
- Excellent written and verbal communication skills
- Positive and proactive individual
The Manager, Channel Support, Product Management will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.
Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.
All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.
MANAGEMENT COMPLIANCE ACCOUNTABILITIES:
All managers and above at Tangerine are responsible for understanding and complying with the Regulatory Compliance Framework including the Anti-Money Laundering/Anti-Terrorist Financing and Sanctions Policy and all AML related policies, procedures and controls within the department.
Tangerine is an equal opportunity employer.