Product Specialist Registered Mandates

Description

PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa’s payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap, PayInc provides the backbone that enables money to move safely across the economy. At our core, we exist to make great connections, empowering participation, enabling growth, and ensuring no one is left behind.

PURPOSE

The main purpose of the Product Specialist is to support a product or suite of products and services within the scope of the Product Manager as part of the contribution to Product Lifecycle Management. The product specialist is to support the product manager in the advancement of their tasks and responsibilities (including strategic, operational and regulatory tasks) necessary to meet client and industry requirements.

The product specialist is required to understand all detail and to have in depth product knowledge of the product/ suite of products within their portfolio and is responsible for monitoring and reporting on performance, analysing statistics, escalations as required and ensuring that the product supports and meets the customers’ expectations and to agreed SLAs.

Support the product manager in the management and control of individual and relevant project/ intervention costs.

The specific activities under the Product Specialist role include (not limited to):

Product Reporting

• Product customer and service provider liaison
• Incident and Problem Management (including resolution)
• Product Infrastructure management and support
• Risk management and risk mitigation
• Change management of defects, upgrades and innovation changes
• Maintain and update product collateral
• Input to product pricing and budgetary process
• Industry committee representation

You will engage with the following stakeholders

Internal

• Customer Lifecycle Management (CLM)
• Growth and Transformation (G&T)
• Product Lifecycle Management (PLM)
• Service Management
• Product Architecture,
• Delivery
• IT Support Services and Shared Services in general

External

• Customers
• Industry associations
• Service providers

Your key responsibilities include

Financial Management

• Contribute to pricing and budget setting
• Check and authorise monthly billing reports prior to issuing
• Ensure correct billing for all ad hoc services provided to customer

Stakeholder Management

• Develop and maintain good stakeholder relationships
• Deliver on internal and external stakeholder requirements/SLA’s
• Liaison with all relevant service providers:
  • IT Infrastructure
  • IT Operations
  • 3rd Parties
• Growth and Transformation
• Customer Lifecycle Management
• Service/Support Management
• Strategic Alignment
• Contribute to and deliver on BU goals and activities aligned to strategy
• Assist with input and data into the detailed business plan and strategy
• Initiative/Projects for Continuous Improvement
• Demonstrate innovative thinking in area of expertise and translate this into business process/ solutions/ working practice improvements
• Deliver client or company specific projects in line with company standards and in agreement with line manager

Product Support

• Manage product defects against SLA
• In alignment with Service management, manage all incidents raised to resolution.
• Escalate all outstanding incidents, outside the SLA, to the primary and secondary escalation points.
• Drive and conclude all Problem Management processes to resolution, to understand any underlying problem causing service disruptions
• Recommend and Initiate changes as required. (To enhance the product, or fix an underlying issue)
• Be the administrative control for changes for the product

Monitoring and Analysis

• Reporting on product and customer statistics, as well as the analysis and interpretation of the data. Reporting the insights and findings of the information as input and support to CLM and the greater PLM
• Document and plan to mitigate any risks within the product space
• Ensure the infrastructure is operating optimally and in alignment with IT manage any changes required
• Report on competitor and customer discussions and market changes
• Reporting and Documentation
• Responsible for product reporting for the product manager
• Report against Customer SLAs and Internal OLAs
• Own the relevant product manuals for the product suite, including all Procedures Manuals.
• Provide input into:
  • Disaster Recovery documentation
  • Business Continuity Plan (BCP) documentation

Compliance and Risk Management

• Policies and procedures: Provide input into relevant policies and procedures
• Compliance: Comply with, and ensure customer compliance with, relevant policies & procedures, regulation and legislation
• Risk: Identify, mitigate and escalate risks appropriately

People Management

• Mentor team members to ensure skills transfer and contribute to a positive team culture
• Ensure self and team stay abreast of technical skills and industry developments

QUALIFICATION / KNOWLEDGE

• Relevant BCom/Information Management degree/diploma with Business Management subjects
• Analytical thinking abilities and client facing communication skills
• Application, presentation and communication skills
• Microsoft Office proficiency

Experience

• Minimum of 5 years’ experience relevant to Banking and/or Financial services industry
• Operational knowledge of the financial services industry
• Experience of analysing and breaking down problems and information using structured frameworks and methodologies
• Application, presentation and communication of analytical insight to solve business problems
• Ability to articulate details like product specifications.
• Ability to calculate and translate risk into actionable mitigating actions
• Strong ability to work in a collaborative team environment
• Effective negotiating skills
• Excellent organisational skills, and experience with delegating tasks
• Effective timekeeping skills

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