Product Manager: Digital Client Engagements at wePlace

Purpose Statement

• As the Product Manager of Digital Client Engagements, you will support the Product Head in delivering a relevant and fit-for-purpose product that will enable the bank to have meaningful digital client engagements with prospective and existing Small Medium Enterprise (SME) clients.
• You will direct the build and the development of the product throughout its life cycle by partnering and collaborating with Feature Teams around the most appropriate sequencing and prioritisation.
• Your role will involve understanding engagement platforms and technologies, identifying suitable partners, managing vendor relationships, and overseeing the full Software Development Life Cycle (SDLC) for all B2B digital engagements.
• You will leverage advanced AI and conversational AI platforms to enhance customer engagement and deliver personalised interactions across various digital channels.
• Additionally, you will integrate chatbot solutions into our service ecosystem to support smooth customer experiences from initial product research through post-purchase support.
• The journey of strategy, innovation, and your expertise in leveraging client data, AI, and engagement platforms will redefine digital experiences and client optimization in the Business Banking landscape.

Responsibilities will include:

Define Product Vision and Strategy

• Align product vision and strategy with business goals
• Continuously monitor performance metrics and market trends
• Develop and execute a comprehensive B2B digital engagement strategy aligned with business objectives and market trends
• Conduct market research and competitor analysis to identify opportunities and gaps in the digital engagement landscape

Market Research and Analysis

• Stay informed about SME client needs and industry changes
• Conduct competitive analyses to identify opportunities

Leverage Client Data and AI

• Personalise experiences using data-driven insights
• Explore innovative ways to enhance client satisfaction

Platform Evaluation and Partner Selection

• Assess various engagement platforms and technologies to identify solutions that best meet business requirements
• Evaluate potential internal and external partners for collaboration and integration
• Conduct vendor assessments, negotiate contracts, and establish partnerships to enhance digital engagement capabilities
• Prioritise seamless integration and scalability
• Ensure data security and compliance
• Utilise robust analytics for informed decision-making

Vendor Management

• Lead the vendor onboarding process, ensuring alignment with organizational standards and requirements
• Develop and manage statements of work (SOW) and service level agreements (SLA) with vendors
• Oversee costing, budgeting, and financial forecasting related to vendor engagements
• Manage vendor relationships, including regular communication, performance reviews, and issue resolution
• Monitor vendor compliance with contractual obligations, quality standards, and delivery timelines
• Evaluate vendor performance and conduct periodic reviews to identify opportunities for improvement or optimisation

Client Engagement Enhancement

• Identify key touchpoints and moments of interaction throughout the client journey
• Implement innovative engagement strategies leveraging technologies such as chatbots, virtual assistants, and AI
• Optimise user experience and engagement metrics through continuous iteration and experimentation

Cross-Functional Collaboration

• Collaborate with sales, marketing, customer experience, and operations teams to align digital engagement initiatives with overall business objectives
• Facilitate communication and collaboration between stakeholders to ensure smooth execution and adoption of digital engagement solutions
• Act as a liaison between technical and non-technical teams, translating business requirements into actionable plans

Oversee Product Development Lifecycle

• Direct product development from inception to launch
• Prioritise and sequence efforts with cross-functional teams

Performance Monitoring and Optimisation

• Define KPIs and metrics to measure the success and effectiveness of digital engagement initiatives
• Monitor performance analytics, gather feedback, and conduct user testing to identify areas for improvement
• Implement iterative improvements and optimizations based on data-driven insights and user feedback

Technology, Compliance, and Risk Management

• Ensure that our technology choices are resilient, secure, and have the correct levels of supportability
• Ensure compliance with regulatory requirements and data privacy standards in all digital engagement initiatives
• Mitigate risks associated with digital interactions, security vulnerabilities, and data breaches through proactive measures and controls

Education

Minimum

• Bachelor's Degree

Ideal or Preferred

• MBA or similar postgraduate qualification

Knowledge and Experience

Minimum Experience:

• At least 5+ years’ management experience or senior level product development or product manager/owner experience in delivering digital initiatives
• 5+ years’ experience managing, developing, and delivering a product previously
• Working at tactical and operational levels and providing input into product strategy and business planning
• Integrating business and technical product segments to achieve objectives, delivery, and targets
• Career experience to include some time in one or more technical roles
• Communicating with technical and non-technical stakeholders across multiple business units
• Authoring documents relating to product life cycle including business plans, product roadmap, business cases, and requirements and functional specifications
• Scoping/running usability studies and/or customer research
• Using data and metrics to test theories, confirm assumptions, and measure success
• Client development and validating products through customer feedback
• Aligning operational initiatives and/or projects to corporate strategies and objectives
• Achieving goals and objectives through cross-functional teams
• Managing and working with remote / hybrid teams
• Leading and managing multi-functional teams to deliver
• Business development in a banking/financial landscape

Ideal Experience:

• Product development experience in the product domain at management level
• Working with Agile product ownership and methodology
• Translating and enabling business strategies and objectives into business benefits
• Initiation and implementation of innovative concepts

Knowledge:

• Financial acumen sufficient for budget management
• Translation of product strategies into tactical and operational planning
• Systems thinking; able to take a ‘big picture’ view, assess, recommend logical, sound decisions and influence others to achieve objectives
• Relevant product expertise and process know-how
• Agile product ownership and methodology
• Domain-specific knowledge, business insight, understanding of product technology, technical dependencies
• People management principles and techniques
• Stakeholder management principles and practices
• Data-driven approach; analytical and quantitative skills
• Technologically literate and able to adapt to new technologies
• In-depth knowledge and understanding of banking (i.e., productivity, profit, efficiency, processes and procedures, and client service)

Skills

• Analytical Skills
• Attention to Detail
• Commercial Thinking Skills
• Communication Skills
• Interpersonal & Relationship Management Skills
• Problem Solving Skills
• Numerical Reasoning Skills
• Verbal Reasoning Skills
• Influencing Skills
• Presentation Skills
• Decision-Making Skills
• Planning, Organising, and Coordination Skills
• Reporting Skills

Competencies

• Working with People
• Relating and Networking
• Writing and Reporting
• Analysing
• Learning and Researching
• Creating and Innovating
• Planning and Organising
• Delivering Results and Meeting Customer Expectations

Additional Information

• Clear criminal and credit record