indeed
Manager Digital Banking
Fairstone
Toronto, CAN
Temporary
Manager
Hybrid
2 days ago
Digital BankingProduct ManagementDeposit ProductsAgile MethodologiesData AnalysisStakeholder Management
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Digital BankingProduct ManagementDeposit Products
About the Role
Fairstone Bank is looking for a Manager, Digital Banking for a 12-month contract to define and deliver best-in-class digital servicing experiences for deposit products, focusing on GICs and savings.
Key Skills for This Role
Digital BankingProduct ManagementDeposit ProductsAgile MethodologiesData AnalysisStakeholder Management
Responsibilities
- Own the digital banking strategy and roadmap for deposit products, with emphasis on self serve Savings and GIC lifecycle management
- Identify opportunities to digitize and automate high volume servicing activities to reduce customer effort and operational dependency
- Ensure servicing capabilities align with regulatory obligations and growth objectives
- Analyze servicing demand drivers, customer inquiries, call volumes, and operational pain points related to deposit products
- Partner with CX and IT teams to build intuitive, compliant, and low friction digital journeys
- Continuously improve digital journeys through data driven insights, experimentation, and customer feedback
- Translate business and servicing needs into clear digital requirements and acceptance criteria for Technology teams
- Collaborate closely with Operations and Contact Centre to ensure digital solutions reduce manual work
- Define, monitor, and report on key digital servicing KPIs including digital adoption, call deflection, and cost to serve
- Ensure all digital servicing solutions comply with OSFI guidelines, consumer protection requirements, privacy standards, and internal policies
- Support audits, control testing, and issue remediation related to deposit servicing processes
Requirements
- University Degree
- 7 10 years of experience in digital banking, digital servicing, product management, or operations within financial services
- Strong understanding of deposit products, preferably including Savings and GICs / term deposits
- Demonstrated success delivering digital self serve capabilities that reduce servicing effort and improve customer experience
- Experience working closely with Technology teams in agile or iterative delivery environments
- Strong analytical skills with ability to translate data and servicing insights into actionable improvements
- Excellent stakeholder management, communication, and problem solving skills
Full Job Posting
About the Role
- The Manager, Digital Banking is responsible for defining and delivering best in class digital servicing experiences for Fairstone Bank’s deposit products, with a primary focus on GICs and savings products.
- This role plays a critical part in expanding self serve capabilities, streamlining servicing journeys, and reducing manual and assisted servicing across channels.
- Note: This is a temporary 12 month contract role.
Key Responsibilities
- Own the digital banking strategy and roadmap for deposit products, with emphasis on self serve Savings and GIC lifecycle management.
- Identify opportunities to digitize and automate high volume servicing activities to reduce customer effort and operational dependency.
- Ensure servicing capabilities align with regulatory obligations and growth objectives.
- Analyze servicing demand drivers, customer inquiries, call volumes, and operational pain points related to deposit products.
- Partner with CX and IT teams to build intuitive, compliant, and low friction digital journeys across online and assisted digital channels.
- Continuously improve digital journeys through data driven insights, experimentation, and customer feedback.
- Translate business and servicing needs into clear digital requirements and acceptance criteria for Technology teams.
- Collaborate closely with Operations and the Contact Centre to ensure digital solutions reduce manual work and improve first contact resolution.
- Support delivery through agile or hybrid delivery models, owning end to end execution from ideation to post launch optimization.
- Define, monitor, and report on key digital servicing KPIs including digital adoption, call deflection, servicing volumes, turnaround times, and cost to serve.
- Track benefits realization for digital initiatives and provide clear reporting to senior leadership.
- Ensure all digital servicing solutions comply with OSFI guidelines, consumer protection requirements, privacy standards, and internal policies.
What we’re looking for
- University Degree.
- 7 10 years of experience in digital banking, digital servicing, product management, or operations within financial services.
- Strong understanding of deposit products, preferably including Savings and GICs / term deposits.
- Demonstrated success delivering digital self serve capabilities that reduce servicing effort and improve customer experience.
- Experience working closely with Technology teams in agile or iterative delivery environments.
- Strong analytical skills with the ability to translate data and servicing insights into actionable improvements.
- Excellent stakeholder management, communication, and problem solving skills.
What you’ll love about working here
- Award Winning Culture: Great Place to Work Canada 2025 and Montreal’s Top Employers 2025.
- Work Life Balance: Flexibility with hybrid work model.
- Compensation Package: Competitive base salary plus annual incentive bonus.
- Exclusive Perks: Discounts from top retailers via WorkPerks, plus location based perks.
- On Site Fitness: Gym access at London and Montreal offices.
- Continuous Growth: Education Assistance Program and Fairstone Academy.
Pay & Process
- Expected base salary range is CAD 90,000 CAD 120,000.
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