Online Solution Product Manager and Client Process Design Lead 207 views

Job Overview

Purpose:

A FinTech company is seeking an Online Solution Product Manager and Client Process Design Lead focusing on designing, optimising, and improving client experience processes (including tech and people) to ensure a seamless, efficient, and high-quality client journey, this individual will work across multiple teams, using multiple data points, inclusive of ‘’voice of the customer’’ and ‘’voice of the company team’’ to create processes that meet client needs, and to enable our people to work with efficiency and ease

 

Key Job Outputs:

Client journey and process optimisation

  • Pick up on projects in flight where we are building out enhancements to the digital and staff assisted client journey – primarily digital capability in the short to medium term
  • Find out from our clients and our people what is working and what isn’t, as well as what is the biggest bang for buck to change, with a simple business case for prioritisation for enhancements or changes
  • Analyse and map relevant parts of the client journey (digital and human touch points and processes) to identify further pain points and opportunities for improvement
  • Analyse data related to turn around times, conversion ratios, fall off stages and reasons, client queries, and more to identify high impact areas for improvement
  • Develop and implement strategies to streamline and enhance client experience processes, including process changes, digital journey improvements or builds, or team upskilling and adoption
  • Collaborate with cross-functional teams (business development, sales and retentions, solutions, tech development, collections) to ensure the best minds apply themselves to solutions to ensure seamless integration of new processes
  • Use client and staff feedback and data-driven insights to continuously improve the client journey, ensuring a seamless and positive experience across all channels

Client experience and process analytics

  • Own the digital client journey – including where this is staff assisted from a sales and service perspective – and design and drive improvement delivery through the different teams
  • Use data analytics to extract useful or actionable information, and with strong problem-solving skills, ensure client experience gaps do not occur, or are resolved efficiently
  • Related to the client digital experience, conduct ongoing research into emerging market trends, Fintech trends globally, and competitor best in class to support client engagement and digital experience change recommendations, decisions and goals
  • Use data analytics to track client satisfaction metrics (NPS, CSAT, etc.)
  • Develop and monitor KPIs for client experience, identifying areas for improvement and growth

Collaboration

  • Act as a client advocate within the organisation, ensuring all departments are aligned with the client-centric approach, as delivered through the client journey
  • Drive collaboration between teams to streamline processes that directly impact client satisfaction through the client journey

Client experience training

  • Ensure client facing teams are equipped with the training to deliver an outstanding client experience through the digital and staff assisted client journey, as it improves, and new capabilities are landed by this individual

 

Qualifications:

  • Bachelor’s degree – Engineering, Business, Tech, or related

 

Experience:

  • Proficient in MS office and any CRM software (Salesforce would be highly advantageous)
  • Minimum of 3 years of experience in process design, product management, or a related role
  • Experience in the financial services or SME funding industry is preferable
  • Proven track record of successfully leading and implementing process improvements and projects
  • Worked with digital client journeys where clients are sold to, fulfilled, and resold to through a full digital workflow
  • Experience in designing financial product online applications, digital workflows or apps

 

Salary:   Market related

 

Should you not hear from us within 2 weeks, kindly consider your application as unsuccessful.

All personal information received will be processed in accordance with The Protection of Personal Information Act No. 4 OF 2013

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Contact Details

Address: 1 Maxwell Drive | Sunninghill | Johannesburg | South Africa

Email: info@velapersonnel.co.za

Contact Number: 011 802 0185

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