Bank of the West Head of SME Products, Segments, & Customer Delivery in San Francisco, California
Head of SME Products, Segments, & Customer Delivery
At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.
Responsible for leading direct and indirect aspects of all SME product strategies and key strategic segments with oversight of all aspects of customer delivery and customer experience across SME channels (banker channels, digital, contact center).
Responsible for defining both long-range and short term strategic plans and tactics to optimize customer growth, fee income, cross sell, balance sheet growth and cost of deliver. Includes partnering with marketing and sales to ensure market penetration and financial goals are met.
Also responsible for driving SME digital strategies through strong partnership with the bank’s digital channels group providing insights through analysis of customer behavior, the competitive landscape, designing new products, and creating business justification with a strong focus on transforming the customer journey/experience. Create winning strategies through internal development as well as through development of external partnerships.
Primary ownership of SME product strategies with indirect and direct oversight of deposit products, lending products, payments products, online banking products, treasury solutions, trade services, capital markets and fee income products and opportunities.
Identify, implement and manage appropriate SME product partnerships to drive revenue growth and market penetration. Develop KPIs and analytics to support pricing and P&L growth.
Develop commercialization and sales plans by working closely with Product partners, Sales leaders, Marketing, Credit, Risk, Digital Channels, Technology and Customer Support.
Refine SME product portfolio strategy based on deep dive into desired market segments and maximized customer experience. Develop/Build out segment strategies (e.g., Women/Diverse Entrepreneurs, Social Entrepreneurship, Sustainability, and Practice Finance).
Identify product and customer experience innovation opportunities for internal development and/or external partnership.
Create a persistent focus on the customer in the actions the Bank takes in delivering product, sales and service by influencing cross-company agreement on how to deliver the greatest value to our customers.
Create and communicate the vision/strategy for the SME overall customer experience, identifying the key pain points for customers and convert into actionable strategies and deliver the best practice customer experiences.
Lead SME Customer Journey roadmap development, prioritization, KPIs and execution. Engage key partners in Consumer Bank, CCB, Digital and Contact Center to ensure alignment in vision and implementation for all business customers.
Drive/Lead all “digital plus human” customer journeywork for SME clients developing and coordinating digital initiatives, fostering close communication with the digital team, technology and fintechs.
Work with internal and external partners to develop analytics that drive customer insights and optimized customer experience
Other Job Functions
Manage vendor relationships, contract negotiation and financial analysis with appropriate parties relating to SME Products under direct oversight.
Continuously scan external environment to bring in best-in-class practices and challenge conventional wisdom to ensure BOTW leadership and excellence.
Maintain relationships with other senior executives across BOTW and BNPP.
Manage and lead a team directly and through subordinate managers, including selection, performance, management and resource allocation.
Bachelor’s Degree Business, Finance or related required
Master’s Degree in Business, Finance, Economics or Marketing preferred
Requires advanced business knowledge, general management and leadership capability to lead business or functional teams
Typically has broader practical experience across multiple professional disciplines with an organization, combining theory, past practical experience and an organization’s business practices.
Requires technical and operational capability to define and/or oversee program design in broad area of responsibility
Applies extensive business and industry expertise and provides organizational thought leadership
Should be entrepreneurial, self-sufficient, and strong in more than one or all of the following areas: a) Business management, including creating business strategy, owning P&L and managing program metrics b) marketing management, including building and executing a marketing strategy c) product management, including analyzing customer behavior and designing new products d) software product and project management, including creating business justifications and functional requirements for site features e) Partnerships, including creating winning strategies with emerging /alternative technologies and FINTECH companies.
Expertise in understanding and analyzing market research results, such as segmentation analysis to drive business strategy.
Cross-team coordination, project management and executive presentation skills are essential.
Have superior analytical abilities and a track record of finding practical, simple and creative solutions to complicated problems without sacrificing quality or core functionality.
Experience in SME, Business or Commercial banking segment(s).
Experience defining and delivering large-scale product and marketing initiatives, including requirements gathering, testing and communication planning.
Ability to distill complex customer information into transparent plans and strategies.
Strong interpersonal and leadership skills to influence and build credibility with functional and business leaders within BOTW and BNPP.
Self-starter, team oriented, collaborative, diplomatic, flexible, with excellent oral and written presentation skills.
Thorough knowledge of a wide range of analytical tools, business planning financial analysis, pricing tools and market research.
Strong Leadership with the ability to coach and develop team members
Promote an inclusive, performance driven culture.
Job: Product Development
Location: United States-California-San Francisco
Requisition ID: 054541