Product Manager - Retention & Winback

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$91,000 - $136,240 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Product Management Job Description:

The Product Manager – Retention and Winback will support the execution and ongoing management of customer retention and win-back initiatives designed to reduce account and balance attrition. The individual will help implement targeted retention strategies, identify and action customer opportunities, monitor triggered events and customer outcomes, and track the effectiveness of retention and win-back activities. Working closely with senior partners, this role will help ensure strategies are executed consistently, performance is measured, and opportunities to improve customer retention and reduce balance outflows are identified.

This is an In office position, the incumbent will report to either our Charlotte, NC or Mount Laurel, NJ office full time.

Depth & Scope:

• •Highly seasoned professional role requiring substantial knowledge/expertise in a complex field and knowledge of broader related areas
• •Accountable for either a single major functional area with a mass or niche product/segment suite and moderate level of complexity with a range of complex attributes
• •Integrates knowledge of the enterprise sub-function’s or business line’s overarching strategy in developing solutions across multiple functions or operations
• •Provides expertise and advice on unique distribution issues (i.e. primarily 3rd party channels) for niche/customized products/segments
• •Has advisory/consultative accountability for functional areas that are not directly managed
• •Solves or may lead others to solve complex problems; leads efforts or partners with others to develop new solutions
• •Uses sophisticated analytical thought to exercise judgement and identify solutions
• •Impacts the achievement of sub-function or business line objectives within the area accountable for
• •Develops and maintains a robust understanding of the regulatory requirements, customer, market, and industry to deliver product and process innovation to improve the value proposition
• •Develops and implements products/policies and procedures in such a way that it enhances the end to end customer experience (including training, enhancement and irritant reduction) while achieving business objectives
• •Oversees and ensures the clear and effective delivery of products and services to the customer
• •Acts as a Subject Matter Expert for product-related inquiries
• •May lead business plans leveraging Acquisition and Segments teams to increase new account growth and track P&L impact
• •Liaises with partners (i.e. Marketing, Phone Channel, Retail) to understand industry and customer trends; Analyzes challenges and identifies areas of opportunity through customer research, focus groups, and external secondary research; Facilitates ideation sessions and builds necessary business cases for NPD, identifying solutions and building stronger plans for growth
• •Builds and maintains effective relationships with sales distribution, key internal stakeholders and/or external partners to ensure that customer needs are considered in strategic decisions and in the development of options, solutions and alternatives
• •Leads and facilitates problem solving sessions with partners and vendors
• •Designs end to end process for development, implementation, use, reporting and feedback on developed products and segments
• •Directs and coordinates market research to determine underlying customer needs – input to development process
• •Participates in the day to day management of the product(s), identifying and implementing product features and enhancements, providing business case support of recommendations and assisting in the strategic development of new initiatives
• •Adheres to enterprise frameworks or methodologies that relate to activities for own business area
• •Delivers financial results for the product/product suite via operation of all available levers: pricing, margin, volume etc., creates and delivers business cases to achieve strategic business results (acquisition, retention, customer experience, engagement and market share)
• •Supports Senior Management as a subject matter expert for the product(s) portfolio through all forms of written and verbal presentations, (product reviews, planning and forecasting, strategic review sessions)
• •Conducts ongoing industry and competitive analysis to obtain market insights and ensure Acquisition Teams are kept informed of matters to be competitive and win in the marketplace
• •Keeps current on emerging trends/developments and grows knowledge of the business, related tools and techniques
• •Refines product management strategies through detailed analysis of the P&L, ongoing competitive research and review of marketing/risk management tactics
• •Ensures effective product policies and processes are established to support business processes align with risk appetite
• •Oversees product management deliverables within budget and as per the approved product plan, working with business partners to develop the content of those deliverables
• •Champions the development of the annual business plan and the monthly/quarterly forecast process
• •Contributes to and supports partner led projects as identified
• •Participates and collaborates on initiatives with internal and external service providers (IT, operations, legal, compliance, marketing etc.) to ensure the product meets TDBG objectives and standards
• •Identifies and manages risks (market, credit, operational) associated with the product/segment
• •Develops/maintains productive working relationships with distribution channel owners
• •Is knowledgeable of and complies with Bank and Industry Codes of Conduct
• •Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

Education & Experience:

• •Undergraduate degree or product management certificate and/or
• •7+ years relevant experience
• •Previous Product experience typically required
• •Advanced knowledge of and ability to conduct product research, product analysis and development, forecasting, pricing, competitive intelligence
• •Knowledge of current and emerging competitor and market trends
• •Ability to lead, plan, implement and evaluate program/project activities to ensure completion of product initiatives
• •Ability to forecast and contribute to strategic direction of the product management function and provide advice to senior leadership
• •Ability to communicate effectively in both oral and written form
• •Ability to work collaboratively and build relationships across teams and functions
• •Ability to work successfully as a member of a team and independently
• •Ability to exercise sound judgement in making decisions
• •Ability to analyze, organize and prioritize work while meeting multiple deadlines
• •Skill in preparing and managing budgets and P&L
• •Knowledge of and/or skill in using analytical software tools, data analysis methods and reporting techniques
• •Skill in using computer applications including MS Office
• •Ability to handle confidential information with discretion

Employee/Team Accountabilities:

Participates fully as a member of the team, supports a positive work envi