AVP, Servicing Product Lead, Digital Banking

Job description

**COMPANY DESCRIPTION:** Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries. **COMPANY CULTURE:**We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible 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 brighter future. **JOB SUMMARY:** The AVP, Servicing Product Lead, Digital Banking, is responsible for leading all aspects of servicing across our digital banking ecosystem. The Lead has end-to-end ownership of servicing solutions, ensuring exceptional customer experience and operational efficiency. This role works in close partnership with the existing servicing tech lead, driving platform enhancements and collaborating cross-functionally to deliver scalable solutions. ### DUTIES AND RESPONSIBILITIES: - Product Vision & Strategy: Define and execute the overarching vision for digital banking servicing, aligning platform strategy and improvements with business goals and customer needs - Backlog Management: Own and prioritize the servicing product backlog, translating requirements from business, operations, and customers into actionable user stories and acceptance criteria - Cross-Functional Collaboration: Work closely with the servicing tech lead and engineering teams to deliver robust features and enhancements; facilitate agile processes and ensure smooth sprint execution - Stakeholder Engagement: Gather, interpret, and champion feedback from a broad group of stakeholders—operations, customer support, compliance, and end users—to inform product decisions and strategy - Platform Enhancement: Oversee ongoing improvements to servicing capabilities, with Savana as the current platform, focusing on scalability, reliability, and user experience; remain open to future platform evolution - Documentation & Communication: Maintain clear, up-to-date documentation for servicing requirements, release notes, and process flows; communicate progress and challenges transparently to all stakeholders - Quality Assurance: Partner with QA and technical teams to establish acceptance criteria, support user acceptance testing (UAT), and ensure high standards of delivery - Market & Regulatory Awareness: Keep abreast of digital banking trends, competitor servicing platforms, and regulatory changes impacting servicing operations - Coordinate with platform vendors and SI partners to manage projects, resolve issues, and align on roadmap priorities; ensure vendor deliverables meet established timeframes and support the Bank’s servicing strategy - Perform other duties as assigned ### QUALIFICATIONS: - Bachelor’s Degree preferably in Computer Science, Business, Engineering, or a related field required - Minimum of 6 years of experience as a Product Owner, Business Analyst, or similar role, preferably within digital banking, fintech, or SaaS environments required - Strong technical acumen and ability to collaborate with technical leads and engineering teams - Experience working in Agile/Scrum environments - Understanding and experience with banking operations (call center, payment operations, fraud operations) - Hands-on experience with servicing platform administration, configuration, or implementation (Savana or equivalent) - Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) - Excellent verbal, written, and interpersonal communication skills - Strong organizational skills and attention to detail - Outstanding problem-solving and time management skills - Self-motivated, self-directed, and results-oriented - Adaptable and able to multitask in a fast-paced environment - Can work independently and within a team; solution-oriented with a collaborative approach