About FNB South Africa

First National Bank (FNB) South Africa is a large financial institution and one of South Africa’s “big four” banks, offering a wide range of personal, business, commercial, and corporate banking services.

Job Description

FNB Connect and Service Provider is looking for a dynamic and highly driven Product Manager to join the MVNO team. The successful applicant will assist in defining and then delivering on strategy aligned to the bank philosophy of “shared prosperity”.

The focus will be on leveraging product management to manage products in order to deliver class leading, customer centric solutions / value propositions through the established frameworks that ensure the achievement of our strategic objectives and targets.

Key responsibilities

• Build cross-functional internal and external relationships to enhance collaboration, innovation and delivery.
• Understand the interplay between customers, technology, competitors, regulations, and internal operations to deliver stakeholder value.
• Conduct industry and competitor analysis to identify opportunities for innovative value propositions.
• Provide input into tactical strategy and develop supporting operational strategies.
• Develop value propositions aligned to segment strategies and business objectives.
• Engage with customers to understand unique needs and advise on product integration and wealth management.
• Expand the customer base with profitable segments and manage growth of active accounts.
• Ensure accurate product knowledge and provide relevant information to customers.
• Resolve customer complaints and propose improvements to enhance experience and service.
• Communicate and secure buy-in for customer service solutions aligned with business plans and service standards.
• Design and implement efficient processes for new credit products and existing operations.
• Monitor and control business processes to meet quality, compliance, and governance standards.
• Align and map end-to-end processes to the customer journey.
• Review and streamline processes to drive efficiency and reduce redundancy.
• Identify cost drivers and implement improvements to reduce costs without impacting service and experience quality.
• Compile and present reports to track performance and progress and support informed business decisions
• Understand and interpret data to generate insights that improve value propositions, processes, and customer experience.
• Manage team performance across business units to achieve objectives.
• Lead and manage strategic projects that drive business growth and innovation
• Identify, describe, and manage risks within area of responsibility.
• Implement mitigation strategies and contribute to governance and compliance procedures.
• Ensure implementation of relevant policies, governance, and practice standards.
• Leverage technical capabilities of systems and platforms to drive creative solutions.
• Create solutions that meet customer demands and deliver service excellence.

Qualifications and Experience

• Minimum qualification: A relevant bachelor’s degree in Commerce, Engineering or related degree
• Experience: 5 – 6 years’ relevant experience in a similar role
• Proven experience within Mobile network product management, Product development, Value proposition development or CVM is preferred
• Strong stakeholder engagement experience with internal and external partners

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank actively supports the recruitment and advancement of people with disabilities. We encourage that candidates voluntarily declare their disability and consult the Bank should they require reasonable accommodation.