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.
The role works cross-functionally with Technology, Operations, Contact Centre, Risk and Compliance to deliver simple, secure, and scalable digital servicing solutions that support self-service, retention, regulatory compliance, and operational efficiency.
Key Responsibilities: 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
- 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: We're proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal's Top Employers 2025 by Canada's Top 100 Employers.
- Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.
- Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.
- Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.
- Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.
- Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.
- Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.
- On-Site Fitness: Gym access at our London and Montreal offices.
- Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.
- Family Support: Parental leave top-up program to help you during life's big moments.
- Community Impact: One paid volunteer day to give back to causes that matter to you.
- For more information on who we are as an employer click here.
What you can expect - pay & process:- Expected base salary range is $110,000 - $120,000 , plus the opportunity to earn an annual incentive bonus tied to performance.
- This posting is for an existing vacancy within our organization.
- Artificial intelligence may be used in parts of the recruitment process.
If what you read excites you, we'd like to hear from you! Please submit your application and we'll contact you if you become selected for first stages of the interview process.
Learn more: https://www.fairstone.ca/en/about/canadian-lender
Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/
If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.
Time Type:Full time
Job Type:Contractor
