Manager: Product Support (Health) at BCX

Core Description

• Responsible for the execution of the Healthcare product lifecycle management process, including financial and market performance of the product through the product life cycle. The role optimises product performance and customer satisfaction. Functions include targeting, competitive positioning, external environment analysis, technology planning and setting product roadmaps and coordination of product line strategies together with relevant stakeholders. Responsible for defining the strategic product portfolio direction and objectives to ensure execution of the business strategy.

Key Deliverables / Primary Functions

• Gather and analyse market requirements and convert these into system requirements; drive the development of products and enhance existing functionality, with defined processes.
• Manage product portfolio, including development of description, value proposition, offerings and packages, cost and pricing and maintain product information on operational support systems.
• Position products and outbound messaging with collateral, and enable the sales force through training, incentives and battle cards.
• Promote products externally with clients, and partners and monitor the competition.
• Measure existing customer service performance, continually refresh and optimise technology and conduct research and development.
• Review and approve of analysis of business and client’s needs, documented requirements, and translation of business system specifications.
• Create, contribute, review, and enhance functional solutions with customer and team.
• Leads teams in large / small projects, new clients, research and design, and implementations.
• Identifying and resolving inefficiencies in tools, processes and workflows as well as brainstorming new methods of efficiency to support our key business partners.
• Conveying the product vision through bold product roadmaps and proactively planning for future development.
• Delivers appropriate business solutions for the client.
• Maintains ongoing close contact with clients and internal Operational Teams servicing clients (scheduled service reviews and adhoc engagement sessions).
• Defining and analysing metrics that inform the success of the product.
• Ensures that all parties involved in the development, have a clear understanding of the client’s requirement and objective.
• Acts as a liaison between the client and the development staff.
• Continuous interaction with Software Development Manager from a Technical and Development perspective.

Core Functional Skills & Knowledge

• Product Management
• Market Research
• Team Management
• Retail and Health Industry acumen
• Continuous Improvement
• Customer Orientation

Core Behavioural Competencies

• Leading and supervising
• Working with people
• Deciding & Initiating Action
• Learning & Researching
• Planning & Organising
• Applying expertise & Technology
• Culture Match
• Job Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

• Industry specific Annual Theoretical and Practical training

Experience

• 5 -7 years’ experience in:
• Healthcare ICT and related ICT product sets.
• Software development processes.
• Customer Support Environment.