The Servicing Communications Manager is responsible for administering all requests for creation or revisions to Branded Cards and Domain/Journey- driven and Retail Bank digital servicing communications. This includes management/grooming of the backlog for multiple books of work impacting >700 communications annually. Conducts thorough review of high-level business requirements, KPIs, and customer impacts to determine readiness and feasibility to move through established process. Facilitates weekly cross-functional reviews with business requestors, Business Program Management, Transaction Services and impacted Development groups. Prepares recommendations and presents to Steering Committee for prioritization. Builds team resource plan for each monthly release and Plan of Record and assigns analyst to lead requirements gathering and quality validation activities for Agile and monthly maintenance releases.

Key Responsibilities

• Direct management of requirements and quality team of 6 analysts
• Resource capacity planning (Agile and Waterfall)
• Strategic planning to drive efficiencies and customer experiences
• Create solutions to eliminate single points of failure
• Rationalize outputs and processes for maximum effectiveness
• Lead process improvement initiatives and drive simple solutions
• Partner with IT Development Scrum Teams, cross-functional business groups, and Transaction Services

Candidate Qualifications

• 3 years of people and program management experience
• 2 years of managing quality or validation activities in a fast-paced production environment
• 2 years working in Agile environment
• Collaborative work style to effectively interact with partners across organizational boundaries and hierarchies
• Ability to garner support and buy-in across a wide range of stakeholders and create a strong network among peers, internal partners, decision makers, and stakeholders
• Strategic and forward compatible thinker with a strong sense of accountability and decisiveness
• Demonstrated ability to analyze, synthesize, prioritize, and drive results with a sense of urgency and high level of quality
• Demonstrated skills in communication, influence, and creative delivery of presentations to various levels of management
• Experience using JIRA or Confluence workflow tools
• Bachelor’s Degree or higher preferred

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Time Type :Full time

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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