Lead Digital Product Manager

Market Job Description

About Wells Fargo in India & Philippines 
Wells Fargo in India & Philippines enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru, Chennai & Manila locations.

Department Overview
The Customer Service Management (CSM) team’s mandate is to provide modern, seamless, and consistent experience for our Bankers, Tellers, and Call Center agents, through multiple platforms and associated technologies by maintaining & simplifying existing cross channel customer service  platforms. 

About the Role

As a Product Owner for one of our Customer Service Management (CSM) scrums, you will support the evolution and implementation of key CSM capabilities that transform the Wells Fargo customer service experience. In this role, you will be responsible for collaborating with our Product Management and line of business (LOB) partners and leading your scrum team to deliver solutions via Agile methodology. To be successful in this role, you must be a strong team player with exceptional interpersonal and communications skills, who thrives as an independent contributor, yet is able to leverage your leadership acumen to build credibility and direct matrixed resources in a fast-paced and constantly evolving environment.

Responsibilities:

Partner with product manager and project team to define business requirements to meet the project objectives.  Ensure requirements are within our business standards and guidelines and align to our business strategy and objectives.

• Communicates, collaborates and negotiates with key stakeholders in business & technology teams
• Manage, groom, and prioritize the scrum’s backlog and work with the team to plan stories for upcoming sprints.  Determines acceptance criteria for final UAT code.
• Be accountable for scrum team deliverables and KPIs. Monitor and measure progress on user story delivery and sprint team velocity. Review metrics to measure value and identify opportunities for improvement.
• Effectively manage risks associated with projects and scrum team, including: compliance with applicable laws, rules, and regulations; and adherence to internal Wells Fargo policies, procedures, and controls
• Look at industry trends and customer feedback to brainstorm on features.
• Communicate, collaborate and negotiate with key stakeholders (e.g. Value Stream Leader, LOB, Legal, Compliance, etc.)
• Obtain appropriate buy-in on difficult decisions and solve complex issues, especially when there isn’t agreement amongst stakeholders, knowing how to negotiate and when to escalate to his/her leaders
• Work with operations and technical teams to research and resolve production issues. Clarify ambiguities and customer experience based on business requirements and product objectives.

Market Skills and Certifications:

Essential Skills:

• 7+ years of experience in one or a combination of the following: digital customer experience, digital product/program management, digital platforms, or digital consulting with overall experience of 12+ years
• Experience in Customer Experience / Customer Service design principles
• Knowledge and understanding of Financial services and Banking industry. Knowledge of US Banking industry will be an added advantage.
• Experience in product management/development, program management, strategy, marketing and/or related position in a consumer-oriented, technology-dependent environment in financial services or related industries
• Ability to partner effectively with multiple stakeholders in Business & Technology teams like Architecture, Line of Business,  Information Security, and Application Developers/SMEs while developing technical solutions to business problems
• Experience writing Business Requirements Documents (BRD), Functional Specification Documents(FSD), JIRA Epics and User Stories
• Ability to facilitate design sessions, gather and document functional and technical requirements and articulate complex concepts in a clear manner
• Ability to manage process discovery, process modeling, and process improvement activities with strong process improvement mindset
• Strong analytical skills with high attention to detail and accuracy along with ability to synthesize complex analytical findings into executive level communications
• Ability to synthesize data to form a story and align information to contrast or compare to industry perspective and historical business trends
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Excellent verbal, written, and interpersonal communication skills
• Solid creative and strategic thinking skills
• Agile and Jira experience in large, regulated organizations

Technical skills & Certifications

• Microsoft Office (Excel / PowerPoint / Word / MS Visio)
• Collaboration & Work Management tools like JIRA, Confluence etc.
• Product Management and Certified Product Owner / Scrum Master certifications are added advantage

Posting End Date: 

*Job posting may come down early due to volume of applicants.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.