Job Purpose Statement
Product Manager, Digital Channels is a Senior Manager role reporting to the Head, Retail Digital Solutions. The role holder will functionally be the commercial lead for Retail Digital Solutions targeting Consumer banking customers.
The role is responsible for identifying unmet customer needs and commercialization opportunities, and executing approved and prioritized roadmaps by collaborating with interdisciplinary teams to create, design and deliver high impact innovative products from concept to market, in order to create seamless digital finance customer journeys that increase conversions/transactions/increase DAU (Daily Active Users), improve experience, generate additional revenue/ARPU (Average Revenue Per Customer) and lower cost to serve.
These will be delivered through an Omni channel experience with sole objective of business growth in assets, liability and Non-funded Income.
The role holder will maintain a product backlog, develop user stories, participate in scrum ceremonies, product testing, end user training and developing go to market strategies for new or revamped customer value propositions.
NCBA go getters are thought leaders with a proven track-record of success in fast-paced retail product development environments, able to deal with uncertainties and ambiguities along with demanding timelines.
Key Accountabilities (Duties and Responsibilities)
Financial and new Business Growth 40%
- Source and develop high quality & innovative digital solutions (Non-Funded) after assessing market potential, client needs and competitive product range, to achieve revenue growth and increase market share
- Business partnership lead; identify potential business partners, author and implement business case with objective of growth in the Channels
- Build for scale. Empower the team to deliver the roadmap that balances feature development with long-term scaling
- Achieve allocated Digital Banking portfolio revenue targets, profitability and growth as per agreed budgets.
- Contribute and implement agreed Business, Marketing and Promotional Strategies for Digital Banking solutions.
- Monitor and track performance of existing Digital Banking solutions and platforms and act to ensure value is continuously generated as expected.
- Identify opportunities and execute automation and digitization initiatives on Retail Products, Processes and Services to optimize overall Retail Business by increasing revenues, lowering costs and improving efficiency.
- Carryout sales activities for allocated portfolio, including implementation of Business, Marketing and Promotional Strategies for all Channels and Digital Banking products and solutions.
Product and Project Management 30%
- Define compelling digital value propositions within the Retail Banking space by understanding the target customer’s needs, pains and desired gains.
- Define the product and solution roadmap in collaboration with the relevant stakeholders.
- Execute the product development lifecycle for digital finance products and services aimed at achieving the retail digital business strategy and feature roadmap.
- Lead the development of monetisation initiatives for digital solutions working with cross functional teams to achieve increase in digital product uptake, channel usage, drive growth to meet utilization targets and ROI.
- Track product performance, leverage on data and customer insights to identify product growth opportunities.
- Participate in agile/waterfall project meetings, validating prototypes with partners, vendors, testing development, coordinating relevant cross functional approvals and overseeing pilots and launch.
- Ensure quality reviews and sign-off checks before and post deployment are in line with the acceptance criteria
- Responsible for release planning and backlog management and perform validation testing of production releases, bug fixes, and feature requests.
- Lead and positively influence cross-functional project teams to deliver new Digital Channels and enhancements.
- Act as a process subject matter expert and prepare documentations, such as procedural and training manuals by educating business users responsible for managing and operating business processes.
- Manage third parties and vendors supporting delivery of the product
Service Delivery (Client Focus) 20%
- Obsess over customers. The customer voice in the development room. Exercise and lead all aspects of design thinking, including ideation, system requirement gathering, assumption testing and prototyping
- Customer centricity; Put customer at the heart of design, undertake market research, user research, data analysis, build business case and user testing that informs product requirements to build centric products
- Achieve targeted customer experience Product metrics for both internal and external customers.
- Review and use voluminous customer data to identify customer behaviours and patterns that would inform new product features and user experience enhancements.
- Work closely with internal teams and contracted external partners to drive client centric, digital focused initiatives to increase adoption of retail digital finance products, client engagement, NPS and retention rate within the target customer segments.
- Develop, continuously improve and implement product processes and standards that ensure a consistent superior product proposition to customers.
Internal Business Processes(Risk and Compliance) 5%
- Develop effective and efficient processes that ensure seamless and consistent delivery of digital products.
- Monitor, identify and mitigate Digital Finance Products related risks, in conjunction with supporting units such as Information Technology, Credit, Operations, Risk, Audit, Compliance etc.
Leadership, Learning and Growth 5%
- Selling the vision: communicate a compelling view of the future state that help others understand the impact of business outcome from a vision and strategy
- Lead and positively influence cross-functional project teams to deliver new Digital Finance solutions and enhancements.
- Ensure continuous acquisition of new skills and know-how necessary to support the execution of the Digital strategy, improvements to digital processes and ultimately driving financial returns for the portfolio.
Job Specifications
Academic:
- University degree with Upper 2nd Class and any other relevant Professional qualifications.
- A Master’s degree and professional qualifications is desired.
Professional:
- A qualification in technology related field, Data analysis or Project management is required.
- Proficiency in MS Office with advanced Excel qualification is required.
Desired work experience:
- 6-8 years’ experience in Banking or digital financial services, with at least 2 years delivering or handling customer facing digital solutions in a Product, Project Management, Data Analysis or IT applications function.
- Demonstrated success in balance sheet growth and customer acquisition in Fintech/Start Up/Telco/FMCG experience is desired
- Experience in handling cash management solutions/ financial service digital application – web/e-commerce/mobile app & ussd is a must
- Demonstrated understanding of SAAS/BAAS/PAAS and use emerging tech trends
- Experience working with technology driven financial products and solutions.
- Experience working in cross-functionally project teams.
- Ability to communicate effectively with both technology and business teams.
- Knowledge of product management methods and processes and a good understanding of emerging technology and big data platforms
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