Product Owner, CRM

**Job Summary**
- Deliver end-to-end client servicing capabilities with specific focus on CEMS Service Request. The focus is on driving Build but will work closely and with the ITO Scrum and Business Servicing Design teams in working towards making service requests Digital.- Primary purpose of this role will be to deliver new functionalities for NTB (new-to-bank) and ETB (existing-to-bank) clients as per the Group’s agenda. This includes various projects in Servicing, Transacting & Innovation client journeys for CASA, Credit Card and Personal Loan, Payments, etc. Develop and implement new digital sales capabilities across countries and products
As a Product Owner in an agile development team, represent the client and business and have full authority to take business decisions on development- Build detailed level of requirements by taking inputs from stakeholders and customers
- Elaborate the overall objectives into granular user stories to be used in agile development
- Create, maintain and prioritize the user stories to be developed
- Inspect and accept/reject work done
- Involve stakeholders including Legal & Compliance, Security and Compliance to ensure approvals are in place
- Manage and coordinate solution design & User Acceptance Testing
- Prepare and support countries into pilot and client launches
- Responsible to deliver the planned capability
- Accountable to manage scope, output, cost and timelines related to project
- Highlight and proactively raise / manage issues, risks, dependencies and change requests
- Evaluate and review new digital concepts and functionality to markets
- This can include; processing straight through from online down to the core banking systems, migrating them to digital channels with an ability to initiate a service request in one channel and complete it in another (Omni Channel Experience). Understand client’s needs and proactively delight them with special experiences to drive superior client experience.- The role entails significant complexity and scale in terms of the number of processes, countries, systems architecture, stakeholders and client base, pacing the rate of change to ensure quality deliverables, balancing the need to deliver change with the emergence of legacy issues and the subsequent need to remediate them adds complexity to the task.**Key Responsibilities**

**Digital Servicing Capabilities**
- Develop end-to-end client journeys to drive client servicing capability
- Understand client's needs and proactively delight them with special experiences to drive superior client experience
- Develop and maintain a strategic plan with a year-on-year delivery
- Work with all stakeholders and functional groups to deliver the digital capability in line with Retail Banking end-to-end Digital strategy
- Work with country teams to agree on global capabilities and prioritisation

**Program Delivery**
- Delivery within planned timelines and in line with business expectations
- Actively control project by monitoring threats and deviations to time, cost and quality
- Deliver according to plan and schedule
- Raise all issues and risks to the required governance forums
- Employ a strict change management process, to limit and control scope creep
- Partner with key stakeholders in seeking sign-offs and approvals
- Effectively and collaboratively escalate, mitigate and resolve risk, conduct and compliance matters

**Build Activities**
- In collaboration with Design lead, define initiatives and give it a vision that may encompass the following:

- Defining Epics, Defining Stories, Participate in Sprint Planning, Participate in Grooming Sessions, Prioritize Product Backlog, Work closely with respective scrum masters on Product Backlogs and Progress, Attend retrospect at end of every sprint cycle, Work closely with Business Stake holders to define right, complete and clear stories, Participate in daily stand-ups, Attend sprint demos and coordinate business users for demo session, Co-ordinate UAT and Unit Test - Test Data, Test Criteria, Environment, Scripts, Users, etc. Co-ordinate UVT, CR should be put as Epics, Features or Stories for respective sprint to make sure they are incorporated within the Product Build

**Risk Management**
- Responsible for assessing, monitoring, controlling and mitigating risks pertaining to WRB (Wealth Retail Banking) Also, display awareness and understanding of the main risks facing Group Retail Banking and the role individuals play in managing them

**Governance**
- Responsible for assessing effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
- Displays awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness