Product Manager: Digital Client Engagements

Who we are

We're a bank, but we're more than that too. At Capitec, we offer our best by being a CEO in every situation - we always put the Client first, act with Energy and take Ownership. Picture yourself in the heart of a dynamic, complex digital landscape where you can harness the power of your experience to make a real impact by spearheading digital engagement innovations.

The ideal candidate will join the Capitec Business Client Experience Delivery division which is accountable for enabling the bank’s vision of becoming the world's best digitally-led, data-driven, scalable, relationship-based bank by removing friction and offering clients self-service financial solutions.

Join Us in Becoming the Best Bank in the World

We appoint people for their potential and continuously look for talented, driven individuals to help us innovate and evolve the banking industry. If you are looking for a rewarding role, in an exciting fast paced environment, affording you great exposure to senior leadership across the organization where you will be required to orchestrate relationships with various stakeholders who will be building the required technology - you should apply today!

Purpose Statement

As the Product Manager, you will support the Product Head in delivering a relevant and fit-for-purpose product that will enable meaningful digital client engagements with prospect and existing Small Medium Enterprise clients. You will direct the build and the development of the product throughout its life cycle by partnering and collaborating with Feature Teams. The journey of strategy, innovation and expertise in leveraging client data, AI and engagement platforms will redefine digital experiences and client optimisation in the Business Banking landscape. Additionally, the successful candidate should have an in-depth understanding of various B2B digital engagements and corresponding platforms to facilitate all engagements; furthermore, shaping the B2B digital future by driving innovation, delivering exceptional experiences and setting us apart. The Product Manager therefore needs to understand engagement platforms and technologies and identify a suitable partner internally or externally to execute on these engagements.

Responsibilities

Product Vision and Strategy

• Align product vision and strategy with business goals, monitoring performance metrics and market trends
• Develop and execute a B2B digital engagement strategy aligned with business objectives
• Conduct market research and competitor analysis to identify opportunities
• Collaborate with teams to define product vision, roadmap, and priorities

Market Research and Analysis

• Stay informed about SME client needs and industry changes.
• Conduct competitive analyses to identify opportunities.
• Leverage Client Data and AI:
• Personalise experiences using data-driven insights.
• Explore innovative ways to enhance client satisfaction.

Platform Evaluation and Partner Selection

• Assess engagement platforms and technologies to meet business requirements
• Evaluate potential partners for collaboration and integration
• Conduct vendor assessments, negotiate contracts, and establish partnerships
• Prioritise seamless integration, scalability, data security, and compliance
• Utilise robust analytics for informed decision-making

Vendor Management

• Lead vendor onboarding, aligning with organisational standards
• Develop and manage statements of work (SOW) and service level agreements (SLA)
• Oversee costing, budgeting, and financial forecasting
• Manage vendor relationships, communication, and issue resolution
• Monitor vendor compliance, performance, and conduct periodic reviews

Client Engagement Enhancement

• Identify key touchpoints and moments of interaction
• Implement innovative engagement strategies leveraging chatbots, virtual assistants, and AI
• Optimise user experience and engagement metrics through iteration

Cross-Functional Collaboration

• Collaborate with teams to align digital engagement initiatives with business objectives
• Facilitate communication and collaboration between stakeholders
• Act as a liaison between technical and non-technical teams

Oversee Product Development Lifecycle

• Direct product development from inception to launch
• Prioritise efforts with cross-functional teams

Performance Monitoring and Optimisation

• Define KPIs and metrics for digital engagement initiatives
• Monitor performance analytics, gather feedback, and conduct user testing
• Implement iterative improvements based on data-driven insights and user feedback

Technology, Compliance, and Risk Management

• Ensure technology choices are resilient, secure, and supportable
• Ensure compliance with regulatory requirements and data privacy standards
• Mitigate risks associated with digital interactions and security vulnerabilities

Education (Minimum)

Education (Ideal or Preferred)

Knowledge and Experience

Minimum:
Experience:

• At least 5 years’ management experience; senior level product development or product manager/owner 
• 5+ years’ experience managing, developing and delivering a product previously.
• Working 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 success
• Client development and validating products through customer feedback.
• Aligning operational initiatives and/or projects to corporate strategies and objectives
• Achieving goals and objectives through cross functional teams.
• Managing and working with remote / hybrid teams.
• Leading and managing multi-functional teams to deliver
• Business development in a banking/financial landscape

Knowledge:

• Financial acumen sufficient for budget management
• Translation of product strategies into tactical and operational planning
• Systems 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-how
• Agile product ownership and methodology
• Domain specific knowledge, business insight, understanding of product technology, technical dependencies
• People management principles and techniques
• Stakeholder management principles and practices
• Data-driven approach; analytical and quantitative skills.
• Technologically literate and able to adapt to new technologies

Ideal:
Experience:

• Product development experience in the product domain at management level
• Working with Agile product ownership and methodology
• Of translating and enabling business strategies and objectives into business benefits
• Initiation and implementation of innovative concepts

Knowledge:

• In-depth knowledge and understanding of banking (i.e. productivity, profit, efficiency, processes and procedures and client service)

Skills

Additional Information