Senior Product Manager

Department Overview

The Product Management role is responsible for the end-to-end ownership of products and journeys, including strategy, discovery, delivery, customer experience, and business outcomes. The successful candidate partners closely with Technology, Operations, Digital, and Contact Centre teams to deliver high-quality capabilities that support both day-to-day operations and longer-term transformation priorities.

Role Overview

As a Senior Product Manager, you will play a critical role in driving discovery, shaping strategy, and leading execution across a portfolio of products and journey capabilities.

This role is focused on:

• Delivering BAU and journey support features that enable front-line operations and improve customer outcomes
• Translating strategic objectives into prioritized backlogs and deliverable increments
• Ensuring alignment across the ART (Agile Release Train) to deliver measurable business value

You will operate at the intersection of strategy and execution—ensuring the right work is prioritized, scoped, and delivered efficiently, while maintaining a strong view of end-to-end customer experience and ART success.

Key Accountabilities

Customer / Product Delivery

• Partner with senior leaders and stakeholders to support and execute a clear product and journey vision
• Lead discovery activities to identify opportunities, define problems, and shape solution direction
• Create and maintain a value-driven product backlog, continuously prioritizing features that deliver the highest customer and business impact
• Define and align on roadmaps, MVPs/MMFs, and release plans in partnership with leadership
• Ensure delivery of BAU enhancements and journey support features that improve operational efficiency and customer experience
• Oversee user story design, refinement, and acceptance, ensuring alignment to Definition of Done and acceptance criteria
• Manage development team (pod) backlog and delivery outcomes
• Proactively identify and remove blockers to ensure efficient delivery
• Lead defect management and prioritization to maintain product quality
• Drive continuous improvement in customer and end-user experience through insights, analytics, and feedback

Strategy & ART Alignment

• Translate enterprise and business strategies into clear product priorities and actionable delivery plans
• Ensure alignment across the ART by coordinating dependencies, sequencing work, and optimizing outcomes
• Balance BAU delivery, journey enhancements, and strategic initiatives within available capacity
• Define and track OKRs and performance metrics, ensuring alignment to business outcomes
• Lead and contribute to Quarterly Business Reviews (QBRs) and planning cycles (e.g., PI Planning)
• Act as a key contributor to the overall ART success, ensuring alignment across teams, partners, and stakeholders

Stakeholder & Governance

• Build strong relationships with business, technology, operations, and control partners
• Act as the primary point of contact and escalation for the development team
• Facilitate alignment across stakeholders with competing priorities and objectives
• Ensure timely engagement of partners to support delivery and implementation readiness
• Actively communicate roadmap decisions, backlog priorities, and delivery progress to senior leadership
• Ensure alignment with enterprise governance, risk, and compliance requirements
• Monitor regulatory and industry changes; adapt product priorities accordingly

Risk, Control & Quality

• Embed strong risk management and control practices into product development and delivery
• Partner with control functions on risk assessments, testing, and compliance requirements
• Ensure all enhancements and features meet quality, regulatory, and operational standards
• Identify, assess, and escalate risks and issues proactively

Employee / Team

• Foster a collaborative, high-performing, and inclusive team environment
• Provide thought leadership and mentor team members and peers
• Promote strong Agile practices and continuous improvement across teams
• Support knowledge sharing and capability development within the ART
• Act as a brand ambassador for the product organization and the bank

Breadth & Depth

• Senior subject matter expert with deep expertise in product management, discovery, and agile delivery
• Strong understanding of both strategic planning and hands-on execution
• Proven ability to operate across multiple teams, complex dependencies, and competing priorities
• Demonstrated ability to solve complex problems and influence outcomes at a senior level
• Comfortable working autonomously while guiding others and driving alignment across the organization
• Plays a key role in shaping product direction and ART-level outcomes

Qualifications

Experience & Education

• Undergraduate degree or equivalent experience
• 7+ years of relevant experience in product management, digital, contact centre, or technology-driven environments
• 3+ years of Product Owner / Agile delivery experience
• Strong experience in discovery, backlog management, and roadmap planning
• Experience working in scaled Agile environments (e.g., SAFe) preferred
• CSPO or similar certification considered an asset

Core Skills & Competencies

• Strong product discovery and strategy development capabilities
• Expertise in Agile delivery, backlog management, and prioritization frameworks
• Ability to translate strategy into clear, actionable execution plans
• Strong stakeholder management and ability to align across senior audiences
• Data-driven mindset: performance analytics, OKRs, and outcome measurement
• Strong understanding of operational environments (e.g., contact centre, digital, servicing)
• Excellent communication skills—able to simplify complex concepts and influence decisions
• High degree of ownership, accountability, and bias for action

Additional Information

This role offers the opportunity to play a key leadership position within a high-performing ART, driving meaningful customer and business outcomes through both day-to-day delivery excellence and longer-term strategic impact.