Product Operations Team LeaderBusiness Unit: Discovery Bank
Function: Client Service
Date: 12 Jul 2024
About Discovery Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success but to ignite positive and meaningful change within our society.
About Discovery Bank Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We're all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you're adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that's safe and nurturing.
Key Purpose The Product Operations Team Leader leads, coaches, and supervises a specialized Product Operation client service team that manages complex and escalated product-related queries in a back-office environment and aims to prevent further queries by analyzing reports and data and performing in-depth root cause analysis of technology and processes for continuous operational improvement.
Key Outcomes may include but are not limited to: Leads, coaches, and supervises Product Operations Case Managers.Facilitates team outputs and delivery ensuring the highest quality standard of delivery.Drive high levels of Team engagement that positively impact the overall work environment while contributing to company goals and business success.Manages cases, escalations; investigates and resolves queries received from internal and external clients within prescribed SLA as well as exception handling with remedial action.Managing case pool and intervention required to ensure there is no backlog and case aging is under control.Identifies knowledge and skills gaps within Product Operations team through performance trend analysis.Plans, designs, and conducts coaching interventions that close the gaps.Bringing relevant issues to the attention of the functional head of the area.Managing ad-hoc projects.Provides updated reports to management i.e., Team performance, exception reporting, etc.Coordinates projects for team and business and leads project meetings, presents new enhancements at forums when required.Assists and supports various client servicing channels and internal stakeholders with specialist product knowledge on complex queries.Proactively monitors query drivers and investigates opportunities to improve processes, the product, or the APP to reduce or alienate such queries in the future.Monitors systems user acceptance testing for new enhancements or products being introduced.Provides subject matter expertise into the design of operational processes.Provides input into process enhancements, design or operational processes and root cause analysis of exceptions, troubleshooting and incident management resolution.Provides inspirational leadership to the Product Operations team.Special Requirements Shift work/overtime may be required.Work Experience Required At least 3 years specific product knowledge of various banking products and servicing experience in banking service and/or operations environment.Preferred At least 2 - 3 years' experience within Bank client servicing or Card/Product banking operations environment.At least 1 – 2 years' management experience/in a leadership role is an advantage.Experience working with internal and external clients.Solid experience in relationship building with stakeholders.Education / Qualifications / Accreditations with Professional Body MatricTechnical Skills or Knowledge Banking operations.Action-oriented with a can-do attitude.An operational focus willing to be actively involved in project implementation.A deep understanding of business dynamics and challenges.Advanced written and verbal communication skills.Flexible with an ability to deal with ambiguity and continuous change.Excellent leadership skills.Resilient and able to work under pressure.
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