Product Owner

2 weeks ago

Cape Town, South Africa Allan Gray Full time

**Allan Gray Retail Client Services**:

- Allan Gray is an investment management firm focussed on building long-term wealth for our clients. We always put our client’ interests first. We design our products and fees so that they tie our success to that of our clients. We try to build our clients’ trust and confidence in us through offering excellent client service. Every service interaction needs to reinforce the trust that our clients have in us.
- Allan Gray has multiple channels for servicing clients and executing their transactions. The Allan Gray Retail Client Services team is the primary touch point for clients interacting with the company and is thus at the forefront of the way in which a client experiences Allan Gray. The Client Experience team owns the client experience strategy and defines and executes the solutions to deliver on this strategy.**About Client Experience (CX)**:

- Client experience is the sum of all engagements a client has with you during the client lifecycle. Clients don’t see departments; they see one company, one brand. If one fails to deliver, then the entirety of the experience is dramatically affected. CX is an established but rapidly growing field of expertise; having dedicated CX professionals has been proven to increase customer loyalty, commercial performance, and employee engagement. CX is thus crucial to organisational strategy and is a widely recognised market differentiator by business leaders. Personalisation, intelligent automation, and the ability to connect customer journeys powered by intelligence from analytics, will do most to reshape CX capabilities in the next five years.**Job Summary**:**Responsibilities**:

- **Understand and support the Client Experience strategy**
- Understand our CX priorities and the important role that digital enablement and communications play in delivering our client experience strategy
- Collaborate with CX business analysts and specialists to ensure that the digital experience remains relevant to our clients’ needs and that we take advantage of opportunities to delight clients through improvements and enhancements to the solutions offered
- Collaborate with business stakeholders as a key adviser to inform decision-making related to initiatives within the Digital and Client Communications (Digi-Comms) stream
- Stay close to the client servicing challenges in the Client Service Centre (CSC) and proactively seek out ways in which to address these challenge

**2. Define and implement the strategy for the Digi-Comms stream**
- Map out future improvements and enhancements to the digital and client communications journeys that enable the Digi-Comms strategy
- Create a plan and roadmap to deliver on this strategy
- Define, track and regularly report on key success metrics at a stream and project level
- Be responsible for overall change management and cross-functional stakeholder engagement
- Prioritise issues for resolution and work with IT teams to ensure that these issues are correctly prioritised in the backlog
- Promote the stream’s strategy and objectives and be seen as a Thought leader in the digital and client communications space

**3. Project management**
- Assist with prioritisation of projects and getting buy-in and alignment from stakeholders
- Plan and coordinate, manage and implement projects and major campaigns in line with good project governance
- Manage risks, identify dependencies, review project impact and course correct where necessary

**4. Business analysis and problem solving**
- Lead problem solving and ensure robust business analysis through managing the business analysts in the stream.
- Oversee detailed data, systems, and process analysis for projects related to the Digital and Client Communications strategy including user acceptance testing
- Accurately interpret data and influence management decision making and solutioning

**5. People and stakeholder management**
- Manage, coach and develop the stream’s business analysts with the guidance of the BA Competency Model
- Assist CX Manager with succession planning and recruitment efforts to ensure the stream is adequately resourced to meet strategic and operational objectives
- Build and cultivate a network of relationships across the business, particularly with IT and other key stakeholders interacting with Retail Client Services and relating to the digital and communications experience
- Manage relationships with our service providers so that we have a stable and sustainable partnership

**Competencies And Skills**:

- Excellent problem-solving skills: ability to research, analyse, synthesise and present information in a meaningful manner
- Ability to lead and achieve results through others
- Project management
- Extensive stakeholder management experience
- Strong personal organisational skills, including time management and planning skills
- Ability to identify, quantify and report on business value
- A dynamic thinker who is comfortable with amb

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