AVP, Servicing Product Lead, Digital Banking

COMPANY DESCRIPTION:  Forbright is a nationwide full-service bank and lender helping accelerate the transition to a sustainable and low-carbon economy. Headquartered in Chevy Chase, Maryland, Forbright is committed to accelerating the transition to a sustainable economy by financing visionary leader in clean energy, healthcare, technology, financial services, real estate, and other industries with extraordinary service.
COMPANY CULTURE:  We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible environmental, social, and governance (ESG) practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back.  We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.
COMPANY MISSION:  We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a more sustainable future.
JOB SUMMARY: The AVP, Servicing Product Lead, Digital Banking collaborates closely with the Servicing Product team, providing strategic oversight and support to advance our CRM platform and key technologies for the Operations and Contact Center teams. This role focuses on strategic initiatives, cross-functional collaboration, and product development to enhance and optimize digital banking operations.

DUTIES AND RESPONSIBILITIES:

• Strategic Leadership: Develop and execute a comprehensive strategy for CRM, telephony, and other servicing capabilities, aligning with the organization’s digital banking objectives and operational goals 
• Support and Collaboration: Partner across business and technology teams to deliver solutions that cross business processes and technology stacks, ensuring smooth integration, configuration, and release 
• Product Ownership: Oversee the full lifecycle of CRM and Contact Center platforms, from vision and rollout to backlog management, ensuring seamless integration and functionality 
• Innovation and Improvement: Identify and drive the roadmap and implementation of innovative solutions to enhance customer onboarding, digital banking operations, telephony systems, device authentication, fraud checks, sanctions screening, case management, alerts, and reporting 
• Stakeholder Engagement: Engage with key stakeholders to gather and document requirements, ensuring that solutions meet or exceed product SLAs and provide best-in-class support for Customer Service, Fraud Operations, and Deposit Operations teams 
• Agile Delivery: Lead cross-functional teams in an agile delivery environment, collaborating with Online Banking, Digital Account Opening, Payments, Core Banking, and Fraud & KYC product teams to deliver quality solutions within aggressive timelines 
• Vendor Management: Establish and maintain strong relationships with external partners, including vendors and consultants, to ensure access to necessary resources and expertise 
• Reporting and Analytics: Utilize advanced analytical skills to synthesize complex data into actionable insights, supporting decision-making and strategic planning 
• Perform other duties as assigned

QUALIFICATIONS:

• Bachelor’s or Master’s Degree in Business Administration, Computer Science, or a related field required 
• 8+ years of experience in Product or Operations Management within the tech or financial services industry as well as demonstrated progression to senior leadership roles required  
• Extensive experience in the financial services industry, preferably in a banking or lending environment, with a deep understanding of back-office and fraud operations required  
• Strong analytical and problem-solving abilities, capable of converting complex data into strategic insights and actionable plans 
• Exceptional communication and interpersonal skills, with the ability to convey complex concepts to non-technical stakeholders and senior executives 
• Advanced skills in Microsoft Office applications, particularly PowerPoint, with preferred experience in JIRA and Confluence 
• Experience working with third-party vendors such as Savana and Salesforce Financial Services Cloud is highly desirable 

POSITION REQUIREMENTS: The requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. W