About the position

• To provide operational support throughout the product lifecycle, ensuring that products and services development and delivery meets customer needs and translates into market share and increased revenue.

QUALIFICATIONS AND EXPERIENCE

• Minimum of 3 year degree/diploma
• Fluent in English
• Minimum of 5 years' experience in area of specialisation
• Experience in supervising/managing others
• Experience working in a medium to large organization

POSITION OUTPUTS
Strategy Implementation & Planning:

• Communicate and align the product development strategy and business plan with partners;
• Implement digital product development business plans in line with existing strategy, policies, principles and business objectives, contributing towards the optimisation of the company Digital revenues and customer experience;
• Prioritise own workload, ensuring interaction with co-workers and other key stakeholders in developing implementation plans and executing them;
• Keep abreast of local market conditions, tracking new trends and business opportunities in the digital space to ensure that the company Digital products and services are differentiated in the market; and
• Identify the impact of Digital Product offerings on other business areas to ensure alignment with the overall Digital strategy.

Governance:

• Adhoc, operational and tactical meeting:
• Participate in adhoc and operational meetings
• Participate and provide input into tactical meetings as and when required
• Report at process level
• Escalations:
• Resolve escalations as per defined escalation / resolution procedures; and
• Notify escalations to senior specialist that have impact on critical path of service delivery or that will result in significant time, scope, employee/customer or cost impacts if not resolved.
• Performance:
• Assist in monitoring, evaluating and reporting on the performance and quality of digital products and services in line with defined functionalities and specifications;
• Assist with monitoring and reviewing the performance of external partners against agreed KPIs and SLAs, escalating risks to management;
• Ensure effective execution of day-to-day operations and resolve operational issues as they arise; and
• Improve productivity and quality through leading practice initiatives.

Reporting:

• Collate and prepare appropriate daily, weekly and monthly activity and performance reports, in accordance with the measurement metrics set by management, for the attention of management.

Budgets:

• Executive projects or initiatives in line with business objectives and budget requirements.

Operational Delivery:

• Product Development and Management:
• Assist with the implementation of all activities related to digital product design, development and deployment across the full product lifecycle, in line with the product development strategy, roadmap, and defined quality measures;
• Monitor and analyse product performance and manage the product through its lifecycle
• Assist in developing business cases for all new projects and project enhancements as input into managerial decision making;
• Collate and organise content, ensuring that it is relevant, up-to-date and easily accessible to customers;
• Coordinate with key stakeholders regarding the implementation of content and offer modifications as required;
• Assist with the execution of testing all newly developed products and services to identify and escalate product faults or malfunctions to mitigate risks with product launch;
• Monitor and follow up on product modification initiatives and track successes;
• Conduct regular checks on product availability and performance and escalate any issues/malfunctions to management;
• Manage the day-to-day relationships with relevant strategic partners and / or external 3rd party service and platform providers partners, ensuring the achievement of SLA's;
• Liaise with the Legal and procurement teams in reviewing all contracts and agreements with clients and other external stakeholders;
• Collaborate and liaise with internal and external parties in the delivery of aspects of product development that have been outsourced to other departments or external service providers, in line with the business plan and product roadmaps and ensuring on-time, quality delivery and sound relationship management;
• Assist in developing materials for new product training and maintain an up-to-date database of all digital products and services (including packages);
• Coach, supervise and direct the activities of subordinates/junior staff (where applicable); and
• Perform other duties as assigned by management.
• Research and analytics:
• Research and analyse market trends in digital product development, customer needs and competitor activity and document findings for management, as input into the continuous improvement of the digital products portfolio;
• Monitor, analyse and report on customer satisfaction and insights data to senior management, contributing towards decisions around current and new products and services;
• Keep up-to-date with market trends and patterns pertaining to customer demands and needs, competitor offerings, market results in order to provide meaningful input and make recommendations about how to maintain the company Digital's leadership positioning: and
• Develop business impact studies for digital products to enhance existing offerings and offer recommendations to management.

Desired Skills:

• product lifecycle
• Strategy Implementation & Planning
• digital product development
• Digital Product offerings

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Degree