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Manager Digital Banking

Fairstone Bank
Toronto, CAN
Temporary
Manager
Hybrid
2 days ago
Digital BankingProduct ManagementAgile DeliveryData AnalysisStakeholder ManagementCustomer Experience
Free

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Digital BankingProduct ManagementAgile Delivery
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Who We Are

  • Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals.
  • Together, we are the leading alternative lending bank in Canada, offering a diverse suite of products including residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending.

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.

Digital Banking Strategy & Roadmap

  • Own the digital banking strategy and roadmap for deposit products, with emphasis on self serve Savings and GIC lifecycle management (e.g., onboarding, funding, renewals, statements, maturity instructions).
  • 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.

Customer Experience & Journey Optimization

  • 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.

Cross Functional Delivery

  • 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.

Operational Effectiveness & Performance

  • 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.
  • Support operational readiness, training, and change management for new digital servicing features.

Risk, Compliance & Controls

  • Ensure all digital servicing solutions comply with OSFI guidelines, consumer protection requirements, privacy standards, and internal policies.
  • Partner with Risk, Compliance, Legal, and AML teams to assess and mitigate risks associated with digital deposit servicing.
  • Support audits, control testing, and issue remediation related to deposit servicing processes.

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: Hybrid work model.
  • Compensation Package: Competitive base salary plus annual incentive bonus.
  • Exclusive Perks: Discounts via WorkPerks, location based perks like gym memberships and Toronto Bike Share.
  • 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.
  • Artificial intelligence may be used in parts of the recruitment process.
  • All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience.

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