TPS, Product Communications Manager

The Treasury and Payments Solutions (TPS) Product Communications Manager leads the development and execution of internal and client-facing communications that support TPS products, product-level updates, business initiatives, and organizational priorities. This role ensures communications are clear, coordinated, timely, and tailored to the needs of TPS leaders, internal stakeholders, frontline partners, and client audiences across the enterprise.

The role partners with product, sales, marketing, risk, operations, technology, legal, compliance, and line-of-business partners to identify communication needs, create comprehensive communication plans, and ensure TPS product messages reach the appropriate internal stakeholders and client audiences, including CBB, Wealth, ICG, and other relevant groups. The role also supports daily client communications for product-level updates and engages in crisis communications related to system disruption events, helping the organization respond with clarity, urgency, and consistency.

Key Responsibilities

Product Communication Strategy & Planning

• Partner with internal groups to identify client communication needs related to TPS products, product changes, service updates, and business priorities.

• Create comprehensive communication plans that define objectives, audiences, timing, channels, messaging, approvals, stakeholder roles, and execution steps.

• Translate complex product, operational, and technology updates into clear, audience-appropriate communications for clients and internal partners.

• Align communication strategies to business priorities, client experience needs, risk considerations, and readiness requirements.

• Serve as a trusted communications advisor to TPS product, strategy, sales, and leadership partners.

Enterprise Stakeholder Alignment & Audience Reach

• Partner across the organization to ensure TPS communications reach appropriate internal stakeholders and client audiences, including CBB, Wealth, ICG, and other impacted groups.

• Coordinate with product, sales, relationship management, marketing, operations, risk, technology, legal, compliance, and client-facing teams to support aligned messaging.

• Define internal stakeholder maps and audience segmentation to ensure communications are routed to the right teams at the right time.

• Manage review and approval processes to support timely, accurate, and compliant communication delivery.

• Promote consistency across channels while tailoring content to the needs of different internal and client audiences.

Daily Client Communications & Product-Level Updates

• Support daily client communications for TPS product-level updates, including product changes, service impacts, operational notices, implementation updates, and client readiness messages.

• Draft, edit, and coordinate communications that are accurate, clear, concise, and aligned to business intent.

• Maintain communication calendars, intake processes, and prioritization routines to support timely execution.

• Partner with delivery teams to confirm messaging details, effective dates, client impacts, and follow-up expectations.

• Ensure communications support client understanding, internal readiness, and consistent execution across impacted teams.

Crisis Communications & System Disruption Response

• Engage in crisis communications for system disruption events, service interruptions, urgent product issues, and other time-sensitive client impacts.

• Partner with technology, operations, product, risk, legal, compliance, marketing, and client-facing teams to support coordinated response messaging.

• Develop initial, interim, and final communications that balance speed, accuracy, transparency, and client impact considerations.

• Maintain disciplined communication routines during disruption events, including stakeholder updates, escalation points, and post-event follow-up.

• Capture lessons learned to improve future crisis communication readiness and response effectiveness.

TPS Organizational News & Internal Communication Processes

• Lead internal communication processes for TPS organizational news, leadership messages, business updates, and key initiatives that impact TPS staff.

• Establish repeatable routines for intake, prioritization, drafting, review, approval, distribution, and follow-up of internal communications.

• Partner with TPS leadership and initiative owners to shape messages that reinforce strategic priorities, change readiness, and employee understanding.

• Support communication plans for transformation efforts, organizational changes, process updates, and cross-functional initiatives.

• Ensure internal communications are coordinated, appropriately timed, and aligned with broader enterprise messaging where applicable.

Measurement & Impact

Impact will be measured through effective communication planning, timely execution, stakeholder alignment, client and internal audience readiness, and the ability to support clear communication during both routine updates and disruption events.

• Quality, clarity, and consistency of TPS product communications

• Timeliness and effectiveness of client communications for product-level updates

• Successful coordination across internal stakeholders, client-facing teams, and impacted lines of business

• Effectiveness of communication response during system disruptions or crisis events

• Evidence that TPS staff and partner groups understand key organizational news, initiatives, and client-impacting updates

Success Profile

• Trusted partnership with TPS leadership, product teams, sales partners, marketing, operations, technology, legal, compliance, and client-facing teams

• Strong ability to translate complex product and operational information into clear, audience-specific messaging

• Disciplined communication planning, intake, review, approval, and execution routines

• Calm, organized, and responsive communication leadership during time-sensitive disruption events

• Clear linkage between communications, client readiness, internal alignment, and successful business execution

Basic Qualifications
- Master's degree, or equivalent work experience
- 10 or more years of experience in project management activities
- Two or more years of managerial experience

Preferred Skills/Experience

• 7+ years in communications, product communications, corporate communications, change communications, marketing communications, business readiness, or related fields

• Proven ability to influence and coordinate across matrixed stakeholder groups without direct authority

• Strong writing, editing, message development, and executive-level communication skills

• Experience developing communication plans for product updates, business initiatives, organizational changes, or client-impacting events

• Ability to manage competing priorities, tight timelines, and review processes while maintaining accuracy and quality

• Sound judgment in sensitive, time-critical, or crisis communication situations

• Comfort operating in a matrixed, multi-LOB environment

• Financial services, payments, treasury management, or complex B2B client communications experience

• Experience supporting client communications related to product updates, service impacts, technology changes, or operational disruptions

• Experience partnering with product, marketing, risk, legal, compliance, operations, technology, and client-facing teams

• Familiarity with crisis communications, change management, business readiness, or enterprise communication governance