We are the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry experience and technology-led payments solutions to deliver smarter money movement for our customers – helping them capture more value with every transaction. We are more than 1,800 team members strong, working in over 30 countries. Convera serves more than 30,000 clients worldwide – publicly traded corporations, small business owners, large enterprise treasuries, extensive global channel partners, education and financial institutions, law firms and NGOs.
Job Summary
We are looking for a highly motivated Product Manager to join our Operations Technology team, where we build and manage the platforms that allow our business operations to deliver exceptional customer service. The team lead and drives strategic business improvement and transformation projects across the products and processes used by our clients and operations teams, with the ultimate objective of improving cost, efficiency and quality of service across the end-to-end customer and colleague journey
You will own the Case Management application which digitalises and orchestrates the business processes to offer seamless service delivery. This is a critical product within Convera and you will be expected to manage the business demands and expectations, partnering with the technical teams to share the roadmaps and deliver the working product. You will be actively leading the delivery throughout the product lifecycle from eliciting the business requirements, through to managing the release into Production and supporting to bring continuous improvement.
You will be engaging with a wide variety cross functional teams including Business Operations, Strategy Transformations, Technical Product, Data teams.
What is my role and everyday tasks, the team, challenges and benefits
Job Responsibilities
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Duty/Responsibility
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Percentage of Time
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Product Management
- Support the product and drive the product delivery through each phase of the product lifecycle; define roadmap, elicit requirements, create user stories in JIRA, translate to development team, validating the requirements
- Support contact for all product related queries
- Maintain product backlog, sprint planning and track the delivery of each requirement
- Perform product research and analysis to keep up-to-date with latest technology trends
- Articulate product requirements to development team, validate understanding and monitor delivery to ensure this is delivered to timelines
- Maintain documentation on the solutions and design approach, create training content based on intended design and expected user journey
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60%
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Stakeholder Management & engagement
- Collaboration with teams across different countries
- Proactively plan and organize initiatives gather the relevant stakeholders to align on approach or decision making when required
- Articulate the required level of details to varied stakeholder groups, delivering concise messaging
- Partner closely with technical product teams to ensure alignment is achieved for the delivery and methods
- Work closely with test teams in both QA and UAT in the software delivery lifecycle, validating functional requirement and handling any gaps
- Perform business impact assessments with business process specialists and ensuring the user journey is thoroughly considered
- Showcasing the delivery and status updates to management teams and plan of actions
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20%
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Business Analysis
- Using data to drive decision making and product improvement, perform analysis as part of the business impact assessment
- Support to maintain Business Requirement documentation, process maps,
- Participate in global design committees, performing AS-IS and TO-BE analysis, highlighting any risks to support decision making for senior management
- Contribute solution designing, making sure processes are efficient
- Analytical mindset to challenge if this solution requires people, process or technology
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20%
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Competencies Description
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Role Requirements - Novice / Intermediate / Advanced
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Individual Contributor or People Manager
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People Manager - Intermediate:
- Professional individual contributor and people manager
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Leadership
Scope of leadership / people development
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Advanced
- Effective cross-team collaboration such as Developers, Testers, functional owners
- Strong influential skills and ability with all business stakeholders , other project teams and internal teams
- Ability to empower peers, team members and other teams
- Ability to inspire and coach for performance and design-thinking for Operations Technology team
- Sound communication with all stakeholders including management
- Strategic problem-solving skills throughout deliverables
- Be a role model on the Convera culture, values, and behaviours
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Management and Planning
Extent to which the job will adhere, follow, or design processes, policies and programs related to are of work
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Advanced:
- Create and embed governance procedures for business change
- Team management, drive the tasks to deliver the team goals, resource allocation and task delegation
- Well organised to track the delivery and present status updates and next steps, raising any risks for attention
- Proactive follow ups if required or initiatives to ensure deliverables are met
- Continuous improvement mindset and positively challenging ways of working
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Business Impact
Extent to which the job will impact the business ranging from own area of work to setting strategic direction for the business
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Intermediate:
- Actively listening and understanding the business needs and pain points
- Prioritising user stories, balancing the end user needs and understanding the bigger picture
- Strong business acumen guiding the ways of working
- Critical thinking and provide practical business solutions to the problems
- Listening ability from wide variety of business areas
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Customer Focus
Degree of interaction with customers and the expected influence on the customer value delivery chain
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Intermediate:
- Ensures results positively influence internal / external customer experience and team/dept. operations
- Understands up/downstream impacts of the work on customers; thinks beyond own area of accountability to best enable customers
- Understands our business / customers; to deliver best customer experience
- Communicates with transparency in support of the business and key strategies
- Collaborates and partners across company
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Experience and Qualifications
- University Degree in Business Management, Computer Science or related subjects
- 3+ years Product Management on Case Management or Orchestration Platforms alike, creating user stories, eliciting requirements, translating business requirements for developers. Compliance and / or financial services background are desirable.
- Coding ability and understanding is preferred but not essential
- Experience team management and participation in large scale IT projects, working with Developers, Testing teams, project managers
- Financial services, Operations or compliance functional experience is preferred but not essential
Skill Matrix
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Skill Area
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Technical Skills
- Familiar with Product Development Lifecycle Management; create and maintain product backlog, prioritizing user requirements with methodologies such as MoSCoW
- Familiar with SFDC knowledge on testing and environments management
- Understand the user journey and experience; deliver a user-friendly application and translating complex jargon to simple easy-to-understand language
- Effective technical writing and knowledge ability to manage development team, creating visual aids
- Data analysis ad interpretation; Azure, AWS, Excel, some experience in either PowerBI or Tableau, SQL understanding and data architecture
- Knowledge on Agile/Lean methodologies
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People Management
- Strong Communication, listening and influencing skills with a professional and confident style
- Ability to motivate others to deliver service excellence to Customers
- Skilled in coaching, leading, and developing colleagues
- Excellent stakeholder management, including experience in collaborating directly and presenting to senior management
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Soft Skills
- Strong verbal and written communication
- Strong team collaboration and adaptive to the evolving business
- Influence and negotiate with cross-functional teams
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