Product Specialist

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC Rail Services LLC, Manufacturers Bank, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $145,000.00 and $169,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

Acts as a subject matter expert for assigned products including Nice Actimize (Market Surveillance and E-Comms Surveillance), STAR Compliance (Employee Compliance), and a number of other Corporate Compliance applications. Additionally, you will utilize your knowledge about the product features and known defects / challenges requiring remediation to ensure uptime in critical programs for the firm as well as guiding development and backlog prioritization. Conducts research and analysis on product performance and gathers feedback through tickets, incidents and logs to determine overall application health and program wellness. Represents client perspective during strategy and planning meetings. You will also have good working knowledge of JIRA and Confluence and willingness to work with vendor ticketing systems.

Role Objectives

• Build and maintain subject matter expertise covering assigned products.

• Understand the feature set, functions, use cases, and customer stories associated with the product.

• Develop documentation to support system uptime and runbooks, as well as user training and knowledge base.

• Conduct research and analysis in support of product performance.

• Develop KPIs to evaluate performance and benchmarks to determine if applications are improving or experience thematic issues.

• Track major bugs and feature requests for assigned products, translating into business and technical requirements for product management and engineering team.

• Participate in discussions to prioritize the product pipeline to ensure development efforts are focused on the highest impact items for our needs.

• Collaborate with product managers and engineers to create and prioritize the product issue remediation, and incident resolution.

• Provide guidance to them from the client perspective on the impact to customers of bugs and feature requests.

• Partner with business and vendor client service teams to develop deep cross-functional insight which can be used to provide guidance on ensuring a better more seamless product experience.

• Support Quality Assurance teams and testing design by creating customer journeys and user stories to guide processes.

• Advise on the impact of exceptions during testing and the likelihood of certain bugs occurring.

• Build and maintain relationships with clients and other external SaaS providers to ensure prioritization of defect remediation and incident management.

Qualifications and Skills

• Recommended years of experience: 7

• Display an in-depth knowledge of the features, processes, use cases, and client journeys to serve as a subject matter expert to other teams on assigned products.

• Demonstrate an advanced understanding of client needs, market and competitor landscape, organizational strategy, and business objectives to guide product prioritization and development.

• Exhibit ability to coordinate efforts across the entire product team to ensure bugs and feature requests are properly tracked and worked on in an efficient and optimized manner.

• Show communication and presentation skills required to effectively advocate for SMBC with vendors to ensure prioritization and resolution of issues.

Additional Requirements

D&I Commitment

Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.

SMBC's employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. SMBC provides reasonable accommodations for employees and applicants with disabilities consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know at ~~~.