Director of Business Service Solutions

Description

Position at FirstBank

Summary:

This position serves as the strategic product owner for FirstBank's commercial and corporate banking products and services, with a focus on the Mid-Market and Corporate business segments. The role is responsible for shaping product strategy, driving client experience improvements, and ensuring that the bank's commercial product suite, including treasury services, deposit products, and loan offerings meets the evolving needs of these key segments.

A critical function of this role is owning the customer experience strategy for commercial clients and supporting the Relationship Management function to identify and bridge operational efficiencies. This position acts as the business voice for the Commercial and Corporate lines of business, translating business needs into clearly defined requests that feed into the enterprise change management process. While this is not a project management or change management role, the individual will serve as the primary business requestor, partnering with enterprise change management and technology teams to advocate for solutions that serve the Commercial and Corporate organizations.

Essential Duties and Responsibilities:

Product Strategy & Ownership

• Own the strategic direction of commercial loan, deposit, and treasury products for the Mid-Market and Corporate segments, including market analysis, competitive positioning, pricing, profitability, and ongoing performance review.
• Develop and maintain a forward-looking product roadmap aligned with business growth objectives and client needs across the Commercial and Corporate organizations.
• Identify opportunities to enhance offerings through new capabilities, partnerships, fintech solutions, and client-driven innovation.
• Participate in merger and acquisition activities, including mapping and aligning commercial products, supporting operational conversions, and coordinating associate training and client communications.

Customer Experience & Relationship Management Support

• Own and drive the customer experience strategy for commercial and corporate clients, ensuring a seamless and differentiated client journey across products and channels.
• Partner with the Relationship Management function to identify process gaps, bridge efficiencies, and enhance the overall client service model.
• Serve as a strategic resource to relationship managers by ensuring products and services are aligned with client expectations and market demands.

Business-Driven Technology & Platform Alignment

• Maintain a strong working knowledge of FirstBank's core banking platform (e.g., Jack Henry) and how commercial products function and integrate within it.
• Identify business needs and translate them into clearly defined functional requirements and service requests that flow into the enterprise change management process.
• Serve as the primary business requestor to enterprise change management, representing the needs of the Commercial and Corporate lines of business and ensuring initiatives are prioritized and executed effectively.
• Evaluate technical opportunities from a business lens - understanding what the platform can enable and where gaps or enhancements would drive value for clients and internal stakeholders.

Third-Party Vendor Evaluation & Management

• Assess, select, and manage third-party solutions that enhance the commercial product suite.
• Focus on how external products integrate with the core platform and broader banking ecosystem.
• Partner with Risk, Compliance, Legal, and IT on due diligence and vendor onboarding efforts.
• Monitor vendor performance and ensure solutions deliver expected business outcomes.

Education and/or Experience

• 7+ years of experience in commercial banking product strategy, treasury management, or related roles within Mid-Market or Corporate banking segments.
• Demonstrated working knowledge of Jack Henry or a comparable core banking platform, with a strong understanding of how commercial products integrate and function within the system.
• Experience collaborating cross-functionally with IT, Operations, Change Management, and external vendors.
• Strong understanding of commercial banking products, including deposits, payments, lending, and treasury solutions.

Skills and Abilities

• Strategic thinker with the ability to translate business objectives into actionable product roadmaps and enhancement priorities.
• Ability to articulate business needs into clear functional requirements for technology, operations, and vendor partners.
• Strong client orientation with a deep understanding of commercial and corporate client needs and evolving expectations.
• Comfortable navigating ambiguity, balancing competing priorities, and influencing without direct authority.
• Attention to operational detail to ensure products are effectively implemented and supported.
• Ability to demonstrate the highest level of ethical behavior and maintain confidentiality with sensitive information.

FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank in an Equal Opportunity Employer, including disability.