Job Summary
Understand the capability and potential of the
digital unit and ensure delivery and drive efficiency, recognise and manage
environment inefficiencies.
Job Purpose:
Reporting to the Head of Digital Banking, the role
holder will oversee development, management, and optimization of digital
channels to enhance superior customer experience while increasing user
stickiness. Role holder will focus on creation of seamless, user-friendly
digital experiences that enhance customer satisfaction while driving user
engagement, and revenue optimization through seamless, personalized
interactions across all digital touchpoints.
Key Accountabilities
Product Management 50%
- Manage channel feature development end-to-end; provide
guidance and feedback to Channel Managers, Engineers and ensure everyone
is aligned.
- Be the voice of the customer in the channel development
process.
- Develop use cases documentation, Mock-ups for proposed
customer journeys.
- Collaborate with other Managers in Customer Management,
Operations, Portfolio Management, Data science and Engineers in cross-area
features to build products.
- Drive teams to acquire necessary data in order to back
assumptions, show value, and drive prioritization.
- Identifying opportunities for new channel development and
enhancement in line with the in-country strategy.
- Own the channel development and implementation process
in-country.
- Review local channel legal and regulatory assessments
completed by the Channel Managers.
- Review channel income analysis prepared by the Channel
Managers and present to the local leadership.
- Management of Committee and Emerging Markets channels team.
- Review a customer satisfaction surveys to identify channel
issues. Create action plans and implement changes to address such issues.
- Build relationships with internal service providers including
Marketing, Communications and Operations and ensure that service level
agreements are implemented and maintained where appropriate.
Governance and control 30%
- Review monthly tariff reports prepared by the Channel Managers
with particular focus on errors and deviations. Ensure action plans are
implemented to address such issues.
- Review notices for submission to local government, regulators,
and customers prior to their distribution.
- Liaise with the Operations on any major processing issues
directly linked with the channel design or the channels through which the
products are distributed.
- Assign snap checks to team members. Collate the results and
ensure the remediation action items are implemented. Report any major
failures to the Retail Director.
- Ensure that the team complies with all Absa policies and
procedures, including Health and Safety, by conducting regular team
briefings on the subject.
- Own and manage the business continuity management plan for the
Product team. Ensure that bi-annual tests take place and that any failures
are reported.
- Report incidents or risk events on the bank’s OpVantage system
as required and ensure that proper escalation takes place.
- Ensure that team members abide by required project governance
standards for implementation of new products or launch of new distribution
channels.
Business Management 20%
- Participate actively in the local ALCO (Asset and Liability
Committee) meetings, advising on the most appropriate interest rate
strategy for each product, covering balance sheet and income impacts.
- Contribute ideas for alternative product strategies to manage
the Asset and Liability Book.
- Continuously review the local basis for customer segmentation
and recommend suitable product activity to target and sustain viable and
profitable segments in line with the stated Retail strategy in country.
- Monitor and provide feedback to Emerging Markets Retail
Management on local competitor product activity and pricing.
Qualifications
- Relevant University Degree
Preferred Experience
- At least 8 years’ work experience, 3 of which should have been
in a similar capacity with a proven track record.
- 4 years of Channel Management experience (i.e. creating
strategic channel roadmap(s) from conception to launch and working with
cross-functional teams).
- Experience driving the product vision, go-to-market strategy,
and design discussions.
- Knowledge of multiple functional areas such as Product
Management, Engineering, UX/UI, In-depth understanding of the various
mobile banking platforms
- In-depth understanding of Financial Technology (Fintech).
- Maintain up to date knowledge of competitor and local market
activity.
Technical Competencies
- Adept at qualitative customer interviewing. Familiar with
prioritization frameworks like RICE to organize opportunity backlogs.
- Capable of deriving key insights and patterns from customer
interviews and using that input to clarify problem statements.
- Proficient at story mapping, to break epics down into smaller
product features issues.
- Proficient at collaborating with Design on prototypes to bring
potential solutions to life.
- Excellent at breaking epics and issues down into MVPs. Deep
familiarity with digital products and the relevant product domain(s). Deep
understanding of digital business product and technology architecture,
APIs, and tech stack.
- Excellent customer journey mock up skills with domain
expertise in material design and Cupertino design standards.
- Excellent use case development skills.
- Able to ensure activities are consistent product business
models. Can balance build, buy and partner options for solving customer
problems. Can identify new market opportunities & author business
cases, as well as forecast the approximate benefits of new features.
- Solid presentation skills at all levels of the company.
Appropriately influences & persuade others to a course of action.
- Aligns team with larger digital business product vision and
goals. Able to translate and align strategy in a meaningful way for
team, building a shared understanding of team goals and targets.
- Uses situational leadership techniques to provide appropriate
level of guidance and latitude to team members. Adept at caring personally
for team members and providing candid real-time feedback.
How To Apply