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
