Senior Digital Product Manager
HSBC Holdings Senior
🗓
2019-05-15
Role Title: Senior Product Manager

Business: Retail Banking & Wealth Management

GCB: 4

Role Purpose:

The Digital Product Management disciplinesets the strategic direction of digital products. We own the digitisation of customer journeys and guide product development in line with market ambitions, while navigating implementationconstraints.Building on the understanding gained in digitalanalysis, our Product Managers are responsible fordigital products and customer journeys, from definitionto being live.In Product Management, you have the opportunity todefine and launch features and products that improvethe financial lives of millions of our customers globally.

Customer Centricity:
  • Leads Customer Excellence
  • Create an environment that empowers staff to be able to respond to customers in a way that is personal and engaging
  • Initiate and recognise activities focused on delivering outstanding customer service and/or improving customer advocacy
  • Take responsibility for ensuring that appropriate arrangements are in place for delivering a seamless customer experience
  • Evaluate customer information from many sources to identify and achieve ways to differentiate and improve customer service
Understanding Products, Channels and Propositions:
  • Understands Products, Channels and Propositions
  • Demonstrate a comprehensive understanding of a broad range of complex customer products, channels and propositions
  • Understand and explain the value of products, channels and proposition to target customers
  • Understand and describe the competitive positioning of products, channels and propositions in your business area
  • Identify and communicate product, channel and proposition improvements
Understanding the external marketplace:
  • Analyses & Interprets the Marketplace
  • Understand and interpret what is happening in the financial services industry and regulatory landscape relative to your own business area
  • Analyse and communicate what is happening in the financial services markets that you work in
  • Analyse the strengths and weaknesses of competitors and use that information to improve your own business area
  • Understand relevant external factors and trends and the implications for your business/function
Problem solving and critical thinking:
  • Actions Creative Problem Resolution
  • Identify and define issues or problems that are not obvious; participating actively and constructively in meetings where problems are
  • discussed and resolved
  • Bring structure and order to undefined problems and/or large scale problems, making them easier to address and solve
  • Use systemic thinking and creativity in devising solution options
  • Evaluate relative costs, benefits and obstacles of potential solutions
Developing people and teams:
  • Improves People and Team Effectiveness
  • Build teams based on the capabilities needed to ensure that the team’s work is done effectively
  • Constantly monitor, promote and improve team effectiveness
  • Consistently deliver impactful coaching, helping individuals and teams perform at their best
  • Recognise and reward high performance and quickly address those with performance issues
Product Management:
  • Manages the full product lifecycle to ensure that, over time, the needs of customers/users continue to be met and that financial and other benefits are achieved. Acts as owner/champion for one or more products or services. Selects, adopts and adapts appropriate product development methods, tools, and techniques selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches. Analyses market and/or user research, feedback, expert opinion and usage data to understand needs and opportunities. Develops product propositions and determines product positioning and variants for different customer and user segments. Prioritises product requirements and owns the product backlog. Coordinates trials and product launches and supports communications and training. Anticipates changes in customer/user needs; adapts products, and creates product retirement and transitioning plans.
Requirements definition and management:
  • Contributes to selection of the requirements approach for projects, selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches. Defines and manages scoping, requirements definition and prioritisation activities for initiatives of medium size and complexity. Facilitates input from stakeholders, provides constructive challenge and enables effective prioritisation of requirements. Reviews requirements for errors and omissions. Establishes the requirements base-lines, obtains formal agreement to requirements, and ensures traceability to source. Investigates, manages, and applies authorised requests for changes to base-lined requirements, in line with change management policy.
Demand management:
  • Implements demand management analysis and planning activities. Provides advice to help stakeholders adopt and adhere to the agreed demand management approach. Performs what-if analyses and scenario planning; develops insights and proposals to improve business value. Manages the process of integrating demand management with complementary strategic, operational and change management processes. Reviews new business proposals; provides advice on demand issues and routes requests to the right place. Works with business representatives to agree and implement short-term and medium-term modifications to demand. Maintains a register of business requests, including the status of each request, reporting as required.
  • In-depth experience of managing and delivering digital content at other large scale organisations (either within financial services or other industry. Candidates with non-FS background will need to explain how their experience can benefit the banking industry)
  • Hands-on experience leading product development teams (UX designers, software engineers and QA engineers) on projects that touch a range of technical platforms (digital, mainframe, server-based etc).
  • Extensive experience with the range of product development and deployment activities including identifying opportunities, product discovery, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management
  • Proven track record of successfully delivering tangible improvements to customer experience through digital interactions
  • In-depth familiarity or hands-on experience with content management systems (CMS’s)
  • Experience working across multiple markets
  • Deep understanding of agile delivery principles and quality software engineering processes and practices
  • Strong understanding of Digital business, while experience with travel, lifestyle, and/or other consumer product development is a strong advantage.
  • Proven ability to manage third-party partners both in partnership development and as ongoing partner management
  • Blend of business and technical savviness; ability to drive strategy into action
  • An entrepreneurial drive, with the ability to deconstruct and solve problems, to investigate drivers and figure out why things happen
  • Proven ability to build strong relationships across stakeholder groups with the ability to effectively influence and communicate across various business lines and units and at senior levels within the organisation
  • Demonstrates flexibility when addressing shifting or competing priorities
  • Proven ability to influence large teams without direct leadership authority
  • Strong analytical and presentation skills
  • Energetic, positive attitude and team player
  • Bachelor’s degree or equivalent preferable