Job Description

Company: CGL

Department: Client Experience

Employment Type: Temporary Full-Time (8 months)

Work Model: Hybrid

Language: This role operates in English

Additional Information: This post is currently vacant




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The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That's why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.



As the Product Manager you will deliver best in class Digital experiences and own a large portion of the Digital product portfolio. You will be responsible for the client, advisor and operations experience when it comes to building out the capabilities and features. You will play an integral role in aligning the business needs to strategic delivery components that are prioritized based on impact, dollars and time to market.




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How you will create impact:

Collaborate with a cross-functional team to deliver solutions for the telephony channel, enhancing the guided omni-channel experience for cooperators. Lead and facilitate workshops to generate innovative ideas aimed at improving the client experience. Ensure delivery teams have all necessary requirements to provide a best-in-class customer experience solution. Partner with the analytics team to create weekly dashboards tracking the performance of the IVR and identify areas of opportunity based on insights generated. Develop and maintain a roadmap for the rollout of initiatives, ensuring timely and budget-compliant delivery in collaboration with delivery partners. Conduct market research and competitor analysis to inform product strategy and development. Communicate product vision and strategy to stakeholders and team members. Monitor and evaluate product performance, making data-driven decisions to optimize and enhance the product. Foster a culture of continuous improvement and innovation within the team. Play a leadership role in the team to ensure that solution features are in-scope, on-time and of high quality. Apply incremental delivery principles, drive the delivery of business value, communicate progress, elicit feedback, and enable stakeholder reviews for validation in the process. Review and assess opportunities for new improvements and functionality based on feedback and business objectives. Leading and engaging your team to deliver strategic objectives through effective coaching and mentoring, identifying and developing emerging talent, and fostering an innovative, collaborative, and agile culture.
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Represent the product & client/ customer

Articulating a compelling vision for business capabilities and digital products while building an ongoing operating plan for the team to manage, support and improve products. Building the roadmap for assigned business capabilities and requirements and contributing to the overall vision and roadmap, while driving the digital product management process end to end. Maintains a good understanding of clients/users (their expectation, needs and pain points) and the product and delivers this knowledge into the team to focus deliverables and priorities. Be an advocate for the clients/users by owning issues, forming solutions and defining outcomes as you move the delivery of the roadmap to completion. Utilizes a deep understanding of product and clients as well as solid internal stakeholder relationships to prioritize product needs against development. Influence, persuade and advise on solution strategies and directions. Educate the team in the business domain to help establish better understanding of the solution/product to deliver value.



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How you will succeed:

You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs. You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions. You have strong communication skills to clearly convey messages and explore diverse points of view. You build trusting relationships and provide guidance to support the development of colleagues.



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To join our team:

You have minimum of 5 years of experience in Product Management/ Product Owner roles using agile and hybrid methodologies. Experience working with client experience teams to understand and address customer needs and pain points. Ability to apply design thinking principles to solve complex problems and create user-centric solutions. You have a post-secondary degree in Business or a related discipline. You have a track record for successful project and program execution. Having the appropriate product management certification is a big asset. These could include, but not limited to, Agile Certified Product Manager, Software Product Management, Certified Product Manager etc. Demonstrated ability to build trusting relationships. Ability to collaborate and extract unstated needs and requirements. Strong leadership skills and ability to foster an inclusive, productive team environment with several disparate teams being involved. Ability to switch between initiatives and understand impacts is a key role in ensuring work progresses at pace in, what at times can be, an unstructured environment. Strong understanding and demonstrated experience in working in an agile environment. Demonstrated interpersonal skills and the ability to establish effective working relationships with team members as well as both internal and external stakeholders at various levels. Organization, decision-making, communication skills must be at an advanced level. Achievement focus in delivering high quality solutions based on agreed upon value.



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What you need to know:

Detail oriented work that requires frequent mental concentration for extended periods of time. You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.



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What's in it for you?

Training and development opportunities to grow your career. Flexible work options to support personal and family needs. A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture. * Volunteer opportunities to give back to your community