Product Lead – Blue Segment at Stanbic IBTC Bank Full Time

Job Title: Product Lead – Blue Segment

Job ID: 64337
Location: Lagos Island, Lagos
Job Sector: Banking
Work Arrangement: Fully Office Based

Job Purpose

• Responsible for the strategy and execution of end-to-end lifecycle solution initiatives, ranging from first click to retention and renewal initiatives, with a focus on instilling loyalty within the ever-growing customer base.
• This entails prospecting, onboarding, and maintaining customer entrenchment throughout the journey.
• Responsible for the development of new products within the blue banking space. A key member of cross-functional product development teams that typically include engineers, researchers, technologists and representatives of marketing and finance departments.
• Liaises with different members of the development team to drive both new and existing projects forward.

Key Responsibilities/Accountabilities
Implement operating model and value proposition:

• Responsible for the roll-out and implementation of new products in conjunction with the relevant internal stakeholders.
• Conceptualize and launch a customer advocacy program and customer community designed to identify and mobilize customers
• Maintain positive and productive relationships with product marketing, product management and engineering teams to ensure messaging of programs and product updates are accurate and meaningful to the customer’s profile.
• Partner with Customer Experience Team and Relationship Managers to leverage customer interaction touch points and infuse personal, one-to-one programs
• Manage automation of E-mail and SMS triggers and batch campaigns throughout the customer lifecycle.
• Articulate program strategy and communicate results to key stakeholders
• Forecast results from various tactics and advocate for resource prioritization and optimization.
• Drive continuous innovation in evolving CHNW products
• Create and refine effective programs that leverage tenor and customer behaviour data, and include a mix of triggered, targeted and broad campaigns.
• Partner with Brand & Marketing to create catchy creatives that appeal to customers’ needs.
• Forecast results from various tactics and advocate for resource prioritization and optimization.
• Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results
• Carries out extensive research to identify needs that new or improved Main Market Clients products can fulfill in line with the Bank’s strategic objectives to drive product success via all channels.
• Carries out periodic market survey to ascertain how competitor’s offering or market changes are impacting on product performance.
• Develops schedules for each phase of Main Market Clients banking products development and monitor progress against targets.
• Closely monitors Main Market Clients, appraise market acceptance and use feedback to initiate product modifications and/or enhancements.
• Collaborates with key stakeholders to acquire data to enable business analysis and also to identify key drivers, mechanics and associated dependencies for driving conversion, product adoption, retention, and cross-sell.
• Effectively translate analytics into clear insights and actionable recommendations

Measures:

• Achievement of the sales targets and profit
• Performance of products
• Relevance and alignment of products to the demands of the market

Operational efficiency and effectiveness:

• Drives efficiency and effectiveness within the Products division by collaborating with the relevant internal stakeholders and staff to improve efficiency.
• Analyses MIS reports to identify relevant performance and local market data for planning, profitability and to assist management in decision making i.e. product portfolio analysis and optimization.
• Ensure the adherence to all internal risk related policies and guidelines.

Measures:

• Achievement of customer experience measurement targets
• Delivery of Products projects in time, scope and budget
• Adoption of product related changes

Products Growth:

• Contributes to the formulation, execution and measurement of transactional products (lending & deposits) in order to grow new business and share of wallet in the Product
• Responsible for the performance of the Products in the Bank (i.e. monitors performance against targets; discusses variances; provides guidance and direction for suitable corrective action plans).
• Evaluates and decides, in conjunction with all relevant stakeholders, on campaigns and initiatives to be supported.

Measures:

• Achievement of the Bank’s Products sales targets

Customer Experience:

• Integrates and aligns with product offerings, IT, Operations, HR, and Sales Planning and Optimisation to ensure shared responsibility for sustainable business growth and staff/customer retention through service excellence and consistent customer experience.
• Integrates and addresses customer service experience of the banks products as per the value proposition.
• Before sign-off, reviews all changes impacting customers, and assesses their impact on customer experience.

Measures:

• Achievement on Net Promoter’s Scores.
• High value customer retention

Legislative Compliance:

• Ensure adherence to governance and compliance in line with regulatory and bank policy
• Co-ordinates the Products strategy and activities to achieve and maintain the relevant legislative requirements

Measures:

• Achievement of customer experience measurement targets
• Satisfactory risk and compliance audit results

Minimum Qualification and Experience

• First Degree (Minimum of second class lower)
• Years: 3 – 4 years experience in Direct Banking
• Experience Description: 4 years’ experience of which 3 years should be in the banking industry.

Application Closing Date
Not Specified.