Branch Workplace Technology - Product Delivery, Senior Associate -

Be at the heart of transforming visions into market-ready products, while you navigate through and solve complex challenges. In this dynamic environment, you ensure smooth product delivery and support change initiatives, marking a significant step in your career growth and innovation journey.

As a Senior Product Delivery Associate in the Branch Advocacy team, you function as a crucial liaison and analyst, between branch employees' technology issues and support models, to ensure a seamless experience for both our branch colleagues and clients. In this role, you will engage with branch leadership and colleagues, as well as help desk, operations, technology teams and product owners, to build relationships, proactively monitor, support, and drive the resolution of technology issues raised by our branch colleagues. To enable the products to continuously deliver value, analyze support models, focusing on identifying gaps or efficiencies that can be presented to key partners as opportunities for process improvement.

Job responsibilities

• Provide support to help resolve branch technology issues as needed

• Analyze branch issue tickets to identify opportunities for self service capabilities or improved help when chatting with a technician

• Analyze branch support model escalations and non-escalations; ultimately resulting in recognizing gaps in process or efficiencies to improve the end to end support experience of our branch colleagues

• Develop and maintain deep relationships with our Branch colleagues to understand and address their needs and concerns in support of their branch and customers.

• Develop and maintain robust communication and support structures to bring together and organize teams to help facilitate the resolution of major incidents and ongoing technology issues.

• Develop and maintain regular management and organization reporting of issues and the overall technology health of our branches.

• Effectively communicate research-based data, efficiency and process improvement opportunities to partners at varying levels.

Required qualifications, capabilities, and skills

• Demonstrates an understanding of the branch employee's workplace journey, and works towards providing a more efficient and healthier environment for our partners

• 3+ years of business analytics, business management, strategy, or related experience

• Identifies process and product gaps and areas of opportunity

• Breaks down complex challenges into key problems to solve, while identifying process and support model gaps and other areas of opportunity

• Comfortable working in dynamic environments with incomplete data to develop directionally correct answers

• Comfortable challenging the status quo, supported by research-based analysis

• Strong analytical, technical, and statistical skill. Ability to synthesize/analyze diverse information, develop and recommend strategies, and make decisions

• Demonstrate structured thinking, curiosity, and effective communication, with excellent written skills

• Demonstrate ability to execute via internal partnerships with other organizations with the ability to influence people at all levels across a broad variety of job functions, sometimes without formal authority.

• Excellent problem-solving skills. Structured thinker, effective communicator with excellent written and oral communication skills, possessing the ability to convey complex information - simply and clearly - to senior business leaders

• Bachelor’s degree or equivalent experience required.

Preferred qualifications, capabilities, and skills

• Developed knowledge of the product development life cycle

• Experience with issue management for hardware and software/technology, that relate to banking or financial services.

• Exhibit strong personal responsibility and accountability for delivering high-quality work