SERVICES AND PRODUCT SPECIALIST
Closing Date:
Tuesday, January 31, 2017
Location of the Job:
Namibia
Reference Number:
Nam-16/1/17-002
Purpose of the Job:
1) To ensure product development and placement in the market to contribute to the company’s growth in market share and financial performance.
2) To establish and execute best in class, international standards of customer experience by ensuring Group wide adherence to customer experience standards, policies and procedures.
Key Accountabilities include:
1) Assist with the development and maintenance (naming, content update, product positioning) of products and services
2) Ensure all guidelines developed are in accordance with the process of product finalization
3) Develop and compile products, procedures, service level agreements (SLA’s) and product pricing
4) Prepare business cases (New Product Approval) for approval by Head of Financial Inclusion, CMC and GICC
5) Implement the roll-out of new products across the branch network
6) Execute product maintenance and product launches to drive sales growth
7) Prepare product information guide (training manual) on all products and update regularly, with new solutions as required
8) Manage and analyse product life cycles
9) Research product and service development strategies
10) Communicate product performance with branch network and ensure branch sales performance targets are aligned drive product strategy
11) Perform competitor analysis to benchmark our products and pricing to that offered in the market
12) Continuously monitor competitor products and services
13) Develop, maintain and drive implementation of Customer Experience Standards
14) Ensure that internal customer service standards practiced are in line with the Code of Banking Practice in Namibia
15) Implement, monitor and maintain Customer Complaints Policy Procedural Manual across the branch network and ensure that Business is geared to deal with customer complaints timeously
16) Ensure that branch staff are adequately trained on customer service standards and product knowledge, in conjunction with HR.
17) Ability to analyse and monitor solution related performance indicators from a marketing and communications standpoint within the context of the Group’s Strategic plans.
18) Ability to solve for tactical marketing related customer access and solution challenges that arise using unique, innovative and practical interventions.
19) Ability to devise ‘lessons learnt’ approach to marketing executions to incrementally develop and refine best practice standards
20) Ability to develop good working relations with all executive management (and other levels) for a smooth running of the business but at the same time must demonstrate the authority and courage to challenge the status quo when necessary.
Knowledge and Experience Required of Job Holder:
1) Degree in Commerce, Business administration and/or recognized professional marketing qualification.
2) A thorough understanding of retail banking segments with emphasis on the bottom of the pyramid.
3) At least 5 years’ experience in Financial Services Industry with focus on product management
4) Excellent oral and written communication skills and presentation ability.
5) Proven team player with the ability to work in a fast-paced environment.
6) Ability to build relationships with the internal and external stakeholders.
7) Ability to manage multiple projects simultaneously with minimal supervision
Additional Requirements:
Job holder should seek to develop strong relationships with those performing a similar role at peer group businesses/banks and to join any appropriate industry forums that will enhance job performance and understanding.
Multi-cultural awareness and the ability to interact with a wide range of differing levels and sectors of society, social and business, is an essential characteristic of the person holding this position.
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