Product Owner – Customer Onboarding

2 weeks ago

Johannesburg and Cape Town, South Africa Planet10 Full time

We are currently looking for a dynamic and visionary Product Owner to lead the Customer Onboarding function at our esteemed client involved in the Digital Banking Sector. This crucial role will take ownership of the business of origination, converting marketing interest (app downloads) into concluded 'sales' (new bank customers or new products for existing customers) through a seamless, efficient, and highly automated journey.

The team will design, build and run customers' first (and most complex) interaction with the bank as well as all subsequent product and credit onboarding. The Business Owner will be responsible for shaping the strategic direction of customer onboarding, optimising commercial outcomes, and delivering a superior customer experience. The function's vision is to create, refine, and maintain the world's most advanced and automated onboarding process that wows customers, maintains simplicity and intuitiveness, and is incredibly cost-efficient.

Requirements:

  • Degree in business, technology or a related field.
  • Proven experience in a leadership role within the banking or fintech industry, preferably with a focus on digital customer onboarding.
  • Strong strategic thinking and analytical skills.
  • Exceptional leadership and team management abilities.
  • Proficiency in understanding and implementing regulatory requirements especially related to onboarding.
  • Experience with automation, technology, and data analytics in a financial services context.

Competencies:

  • Customer: Putting the customer at the heart of business decisions and driving to improve value for customers.
  • Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
  • Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
  • Innovation: Generates creative/out of the box solutions. Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
  • Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
  • Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

Strategic and commercial Leadership:

  • Participate in the development of the overall bank customer experience strategy and digital channel strategy, including (sub)segment value management (opportunity, profitability and reporting) from concept to launch for retail and SME segments.
  • Develop and articulate a clear vision and strategy for the Customer Onboarding function in line with the bank's broader goals.
  • Set the direction for transforming onboarding into a world-class, fully automated, and customer-centric process.
  • Drive revenue and cost efficiency by setting and monitoring targets for customer onboard success and unit costs trading off new build, running costs, and throughput.
  • Manage a sizeable build and run budget ensuring sound governance, controls and outcomes

People and stakeholder leadership

  • Manage a squad that will build, deploy and refine onboarding technologies: Scrum Master, BAs, Solution Architect, Back and Front-end engineers, QAs.
  • Propose and establish framework for necessary contributions from various departments.
  • Account for possible project challenges on constraints including, risks, time, resources and scope.

Operational Excellence:

  • Oversee the end-to-end onboarding process, ensuring that it is streamlined, efficient, and cost-effective.
  • Implement innovative solutions and technologies to automate as much of the onboarding process as possible while maintaining the highest security standards.
  • Continually monitor the onboarding landscape (in particular competitor activity) to understand how new payment technologies are evolving.
  • Drive continuous improvement in the onboarding journey, aligning it with evolving customer needs and regulatory requirements.
  • Collaborate with the team on the process to design, build, manage and continue to grow an internal and external digital platform and ecosystem, tapping into competencies across and beyond the organization (inclusive of an external partner network) to apply digital technologies to the business.
  • Assist and define data ingestion processes and standards to best ensure good quality data and align with BI requirements.
  • Continuously monitor and analyse key performance indicators to identify bottlenecks and areas for improvement.

Customer Experience:

  • Champion the customer-centric approach to onboarding, focusing on delivering a wow-worthy experience for every customer.
  • Work closely with UX/UI teams to ensure that the onboarding journey remains simple, intuitive, and user-friendly.
  • Collaborate with product teams to seamlessly integrate product selection and credit onboarding into the customer journey.
  • Ensure that customers have a rich understanding of available products and services, aligning offerings with their needs and preferences.

Compliance and Risk Management:

  • Collaborate with the compliance and legal teams to ensure that onboarding processes meet all regulatory requirements, including identity verification, fraud prevention, and anti-money laundering screening.

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