Digital Product Manager

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Job Summary

To provide specialist advice and support in the development and implementation of product development, planning and associated service delivery processes, methods and techniques; enabling the provision of sound product development expertise.

Job Description

Accountability: Day to day management of E-Channel Activities - 50%

· Manage end to end Commercialisation of the Digital Channels products

· Increase the customer base of Digital Channels’ registered accounts via implementation of acquisition strategy and thereby tying with acquiring partners.

· Driving the Digital Channels’ usage and also optimizing the channel profitability.

· Monitoring sales of Mobile and Internet Banking Accounts and other digital products introducing timely promotional campaigns to assist the Sales team in achieving targets.

· Achieve agreed annual sales targets, take accountability for the overall achievement of performance objectives for the team in terms of:

· Customer experience

· Cost performance

· Risk and rigour management

· Increase Digital Channels’ penetration and other E-Channels (as the business continues to launch new ones) by ensuring that Retail Branches actively cross-sell the product.

· Monitor the performance of the teams on a daily, weekly, monthly, quarterly and annual basis and provide coaching and feedback on how improve performance.

· Monitor sales performance as above and provide results to the Head of Channel.

· Manage product promotion campaign aspects by distributing materials to members of the sales team. Cascade key messages including training for products and new functionalities to staff members.

· Track MI for the production promotion campaign period and feedback to team members, Head of Products and in-country marketing department.

· Act as an escalation point for queries that could not be resolved by team members.

· Respond to queries and complaints received directly from customers, referring queries to the branch where the account is domiciled only in cases where it cannot be resolved.

· Monitor that end-to-end E-Channel registration is happening within agreed turnaround times.

Accountability: Driving channel usage and profitability- 25%

· Increasing channel usage and profitability

· Budget accountability

· Responsible for strict cost management by conducting detailed analysis, on a monthly basis, of the following cost elements:

· Costs as per stated in business cases for various Channels initiatives

· Other costs

· Brand, product and business proposition:

· Provide clear direction to staff on the Absa Retail business objectives, translating and prioritizing into business performance measures at team and individual level.

· Manage the delivery of the channel penetration mandate - migration of transactions from branch to digital channels

· Drive channel targets for digital products

· Provide input to the development of performance metrics, including financial performance, customer adoption, channels utilisation & retention and product usage

· Track, monitor and report performance of channel and develop necessary adjustments as needed

Accountability: Compliance & KYC - 10%

· Assist the team to obtain operational rigour excellence in all aspects of the process they undertake through regular coaching and arranging formal training for them where the need arises.

· Review the Digital Channels registration process for each account to ensure that changes are authorised and that they are compliant with KYC requirements.

· Work cross functionally with internal key service providers to ensure seamless service to our customers. Ensure action plans are implemented to address such issues.

· Review Digital Channels notices for submission to regulators and customers prior to their distribution.

· Liaise with relevant stakeholders on any major processing issues directly linked with the Digital Channels product design or the channels through which the products are distributed.

Accountability: Customer Service- 10%

· Monitor operational delivery of customer requirements, summarise failures and escalate to the Head of Products for further follow-up.

· Log and create written responses to customer complaints.

· Obtain summaries of complaints and complaint trend analysis from the Head of Customer Service on a monthly basis. Follow up with selected customers to determine if their complaints were handled satisfactorily.

·  Build relationships with internal stakeholders including such as Technology, Marketing, Communications and Operations and ensure that service level agreements are implemented and maintained where appropriate

Risk And Control : 5%

· Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards.

· Understand and manage risks and risk events (incidents) relevant to the role.

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)