Purpose StatementAs 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 prioritisationYour 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 strategyAlign product vision and strategy with business goalsContinuously monitor performance metrics and market trendsDevelop and execute a comprehensive B2B digital engagement strategy aligned with business objectives and market trendsConduct market research and competitor analysis to identify opportunities and gaps in thedigital engagement landscapeCollaborate with cross-functional teams to define product vision, roadmap, and prioritiesMarket research and analysis:Stay informed about SME client needs and industry changesConduct competitive analyses to identify opportunitiesLeverage client data and AI:Personalise experiences using data-driven insightsExplore innovative ways to enhance client satisfactionPlatform evaluation and partner selection:Assess various engagement platforms and technologies to identify solutions that best meetbusiness requirementEvaluate potential internal and external partners for collaboration and integration.Conduct vendor assessments, negotiate contracts, and establish partnerships to enhance digital engagement capabilitiesPrioritise seamless integration and scalabilityEnsure data security and complianceUtilise robust analytics for informed decision-makingVendor management:Lead the vendor onboarding process, ensuring alignment with organizational standards andrequirementsDevelop and manage statements of work (SOW) and service level agreements (SLA) withvendorsOversee costing, budgeting, and financial forecasting related to vendor engagements.Manage vendor relationships, including regular communication, performance reviews, andissue resolutionMonitor vendor compliance with contractual obligations, quality standards, and deliverytimelinesEvaluate vendor performance and conduct periodic reviews to identify opportunities forimprovement or optimisationClient engagement enhancement:Identify key touchpoints and moments of interaction throughout the client journeyImplement innovative engagement strategies leveraging technologies such as chatbots, virtual assistants and AIOptimise user experience and engagement metrics through continuous iteration and experimentationCross-functional collaboration:Collaborate with sales, marketing, customer experience, and operations teams to align digital engagement initiatives with overall business objectivesFacilitate communication and collaboration between stakeholders to ensure smooth execution and adoption of digital engagement solutionsAct as a liaison between technical and non-technical teams, translating business requirements into actionable plansOversee product development lifecycle:Direct product development from inception to launchPrioritise and sequence efforts with cross-functional teamsPerformance 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 improvementImplement iterative improvements and optimizations based on data-driven insights and user feedbackTechnology, compliance and risk management:Ensure that our technology choices are resilient, secure and have the correct levels of supportabilityEnsure 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 MinimumBachelor's DegreeIdeal or PreferredMBA or similar post graduate qualification Knowledge and ExperienceMinimum Experience:At least 5+ years management experience or senior level product development orproduct manager/owner experience in delivering digital initiatives5+ years experience managing, developing and delivering a product previouslyWorking 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 of 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 successClient development and validating products through customer feedback.Aligning operational initiatives and/or projects to corporate strategies and objectivesAchieving goals and objectives through cross functional teams.Managing and working with remote / hybrid teams.Leading and managing multi-functional teams to deliverBusiness development in a banking/financial landscapeIdeal Experience:Product development experience in the product domain at management levelWorking with Agile product ownership and methodologyOf translating and enabling business strategies and objectives into business benefitsInitiation and implementation of innovative conceptsKnowledge:Financial acumen sufficient for budget managementTranslation of product strategies into tactical and operational planningSystems 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-howAgile product ownership and methodologyDomain specific knowledge, business insight, understanding of product technology, technical dependenciesPeople management principles and techniquesStakeholder management principles and practicesData-driven approach; analytical and quantitative skills.Technologically literate and able to adapt to new technologiesIn-depth knowledge and understanding of banking (i.e. productivity, profit, efficiency, processes and procedures and client service)SkillsAnalytical SkillsAttention to DetailCommercial Thinking SkillsCommunications SkillsInterpersonal & Relationship management SkillsProblem solving skillsNumerical Reasoning skillsVerbal Reasoning skillsInfluencing SkillsPresentation SkillsDecision making skillsPlanning, organising and coordination skillsReporting SkillsCompetenciesWorking with PeopleRelating and NetworkingWriting and ReportingAnalysingLearning and ResearchingCreating and InnovatingPlanning and OrganisingDelivering Results and Meeting Customer ExpectationsAdditional InformationClear criminal and credit recordShould you not receive a response from us within one week of your application, your application has unfortunately not been successful.
