Key Responsibilities:

Key activities and decision making areas for a Digital Market Activation Manager

Customer:

Lead all business readiness activities from initial engagement to ongoing feature enablement associated with customer launches of new features
Lead Change Impact Assessment - determining business readiness activities and using these to shape the approach to customer launch including a robust communications and frontline training plan
Define the best pilot and implementation approach, using data and insights from previous rollouts and creating assets that maximize reuse. Support customer & staff pilots where required
Partner with the market teams to produce a robust Go to Market plan to launch the change with customers, underpinning this with data and insight to tailor this to market
Manage Go/No Go Governance activity, ensuring all compliance criteria and governance is met before launch
Post-launch, produce daily Hypercare reporting to track customer response, operational and technical performance, identifying and tracking trends to optimize the approach for subsequent launches
Lead activities including management of implementation activities, live proving and running Hypercare meetings to ensure successful delivery of digital releases.
Facilitate creation of content and delivery of trainings to Frontline staff (contact centre/network) for new feature releases.

Process:

Seek opportunities for continuous improvement, process refinement and enhanced efficiency.
Proactive management of digital initiatives highlighting and taking action to mitigate risks and issues, ensuring deliveries are on time and as per quality standards with minimal disruption.

People:

Potential for line management of Digital Market Activation Analysts (team size 1-3) including Recruitment, on boarding, performance management, career development
Support the Senior Digital Market Activation Lead through all activities outlined in role summary and any other activities deemed necessary and relevant.

Stakeholders:

Work with Global Digital Product Owners, Transformation teams and cross functional agile delivery teams to understand the features and benefits of digital journeys in development
Actively engaged with local Digital teams and their business stakeholders, to ensure digital change is embedded.
Ability to understand and resolve issues and concerns raised by key stakeholders
Passionate about the change agenda and provide Subject Matter Expertise (SME) across all areas of responsibility.
Actively share knowledge and seek opportunities to showcase delivery success.
Positive feedback from all WPB businesses, as evidenced by active involvement in business planning and execution

Operational Effectiveness & Control:

Ensure change control and governance aligned to bank standards and replicated throughout deliveries to ensure key responsibilities meet FIM requirements
Identify key risks, issues and interdependencies and provide appropriate mitigation strategies or escalation
Support audit / independent programme assessments as required.
Ensure is not put at any operational or reputational Risk.

Financial:

Support markets and value streams with delivery of WPB digital initiatives and features enablement and ensuring intended Business benefits / OKRs are realised
Contribute to the Sub-function/Region Cybersecurity strategy to secure the bank's technology from the inside out, whilst maintaining, protecting and enhancing values, reputation and stakeholder value.
Assist with regional/global cyber initiatives that qualifies as outsourcing as per the country framework.

Qualifications

To be successful in this role, you should meet the following requirements:

A background working on digital transformation programs / initiatives with expertise of online and mobile platforms, including awareness of technical, market and customer considerations
Experience of working directly with individual markets or a region to support business readiness activity needed for delivery of digital change.
Experience working in agile cross-functional (business and tech) teams
Subject Matter Expertise in internal/external communications, undertaking change impact assessment, training, migration and implementation planning.
Strong commercial focus, able to produce Go To Market plans with KPIs to effectively communicate change to customers
Ability to take a portfolio view and effectively manage multiple deliveries in parallel
Good understanding of IT project management methodologies, frameworks and Agile best practices
Excellent stakeholder management skills to enable effective working with a wide range of internal customers with conflicting priorities and the ability to lead and influence.
Highly developed communication skills, both written and verbal, to explain complex or technical issues and support effective collaboration with market and frontline teams across the region.
Pragmatic decision making skills, with the ability to make clear judgments based on data and understanding risk
Respectful of different cultures, working with Global colleagues across all regions (North America, LATAM, Middle East, Asia Pacific and Europe).
Experience in line management, supporting team members with performance through coaching and development
Experience working in financial services (banking, wealth, insurance) is desirable but not essential