Proactive Contact Center Technician responsible for CCaaS platform configurations and integrations. Collaborating with business stakeholders to optimize technical solutions in hybrid work environment.
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Hybrid Client Identity & Access Management Product Manager – Branch & Contact Center
Posted 5 hours ago
About the role
- Product Manager leading Client Identity and Access Management strategy execution at KeyBank. Focused on fraud prevention and client protection in the Branch & Contact Center channels.
Responsibilities
- Act as SME for identity verification and authentication in Branch & Contact Center channels.
- Lead cross-functional coordination.
- Implement CIAM standards and orchestrate authentication flows within commercial banking and payments platforms.
- Define metrics for fraud detection and authentication performance.
- Analyze account takeover and credential compromise trends; develop mitigation strategies.
- Maintain CIAM documentation and strategic roadmap.
- Support annual review and attestation of CIAM capabilities.
- Stay current on B2B and high-value transaction authentication threats and innovations.
Requirements
- Bachelor’s degree or equivalent in Business, Technology, or related field; advanced degree preferred.
- Minimum of 5+ years in identity, access management, fraud, or cybersecurity roles.
- Experience with authentication orchestration platforms, CIAM tools and Branch and Contact Center authentication.
- Strong understanding of channel-specific client behaviors and risk profiles.
- Proven ability to manage cross-functional initiatives and vendor relationships.
- Familiarity with regulatory frameworks (e.g., FFIEC, NIST 800-63).
- Exceptional communication and stakeholder engagement skills.
Benefits
- Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
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