***This role is only open to internal candidate only***
- Develop and manage all products and propositions for Private, Commercial and ALIM clients, and oversee the client experience strategy, driving sustainable business growth and an enhanced Client Experience across all our client journeys.
- Products to include transactional banking, savings and deposits, lending, investment and wealth planning offerings manufactured by Arbuthnot Latham and by external firms.
- Propositions’ set out how these products are delivered to groups of target market clients.
- The role ensures existing propositions and products are maintained and managed effectively, and new ones are implemented to deliver the right outcomes for clients as well as meeting the strategic goals of the business,
- Where applicable, to place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.
Key Responsibilities:
Product & Proposition Development
- Responsible for developing and launching new products and propositions from idea generation to new products delivering value.
- Work in partnership with product owners and engage key stakeholders, support identification and assessment of new markets and opportunities. Use client insights, research and analysis to evaluate, compare and support decision making, with focus on client outcomes and strategic business objectives.
- Ensure a robust approach to design and testing to deliver appropriate client outcomes for client segments and vulnerable clients e.g. pricing and fair value.
- Responsible for proposals (business case documents) on behalf of the product owner, present effectively to committees achieve approval to proceed.
- Manage the portfolio of developments. Oversight delivery of projects to time and budget, secure resource, clear and effective stakeholder communication.
- Oversight the launch of new developments, effective communication to the business, with marketing develop strategies to achieve optimal positioning.
- Ensure propositions are clear and compelling and can be effectively articulated.
Product & Proposition Management
- Manage, maintain and continuously improve existing products & propositions.
- Responsible for ensuring post-launch reviews of all new products and propositions are performed, identify if client outcomes are being delivered.
- Ensure the effective use of data and MI to monitor, assess and report performance to product owners and assess regulatory compliance.
- Enable products to deliver client outcomes and avoid foreseeable harm, support consumer understanding by oversight of product collateral reviews.
- Ensure team identifies opportunities to enhance products and propositions, drive improvements e.g. product features or efficient client journeys.
- Responsible for decommissioning products and propositions no longer required or not delivering appropriate client or business outcomes.
Product & Proposition Governance
- Oversight to ensure all product and service reviews are completed on time, approved by committee and drive any resulting actions to completion.
- Maintain effective checks and controls to enable products and propositions to operate in line with the New Consumer Duty and other relevant regulation.
- Own the product development, management and governance processes, operate and chair the Product Governance Committee, and enable product owners meet their responsibilities.
- Committee reporting including Product Governance and Conduct Risk.
- Product technical support, maintain awareness of the market and competitors.
- Ensure the product & proposition team’s compliance with product policies and procedures and risk frameworks, ensure relevant tools and systems are used.
Client Experience
- Oversee the client experience strategy and support the business implement client-centric strategies and practices.
- Oversee the design of the client feedback and insight approach, for internal and external research, managing the Insight capabilities and resource to deliver a programme of effective insights.
- With the support of the team, drive improvements across interactions identified through customer journeys and act as the voice of the client.
- Partner with senior stakeholders to influence consideration and effective inclusion of client experience into their strategy and objectives.
Line Management
- Build, lead and guide the Product & Proposition team provide training and coaching to develop team members, lead by example and be hands-on.
- Champion strong co-ordination across the product & proposition team and the wider business to ensure smooth and timely implementation of initiatives.
- Define product vision and roadmap, create and prioritise a strategic plan aligned with business strategy, achieve buy-in, set objectives, deliver the plan.
- Provide oversight, and technical guidance, monitor key performance indicators.
Risk:
- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.
Key Interfaces:
- Product owners, senior level stakeholders, department heads, directors
- Product & proposition team and insights manager
- Compliance, legal & risk functions
- Marketing, business management, operations and change teams
- Front office distribution teams, advisers and relationship managers.