Product Owner - CRM

at  Emirates NBD

COMPANY INTRODUCTION

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion. At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

JOB PURPOSE

As a Product Owner – CRM at Emirates NBD, your role is to…

• Together with all stakeholders within the bank develop and implement the product vision for CRM across all geographies.
• Drive creative disruption and design innovative solutions through tech and data to elevate customer satisfaction.
• Continuously identify process gaps and ways of improving existing customer journeys to reduce waste and increase customer satisfaction.
• Strong focus on automation and quick fulfillment, to enable best in industry customer satisfaction and servicing.
• Maintain a coherent and trustworthy CRM 360, aggregating information across the bank.
• Support service and sales excellent by providing a robust framework to handle Services/Complaints, Sales and Marketing
• Position CRM as a key platform to be used by Bank Advisors, Call Center Agents, Relationship Managers and Sales teams.
• Convert initiatives and business requirements into iterative MVPs with clear timelines and measurable success criteria/KPIs.
• Keep stakeholders informed about delivery dates, various MVP drops, their scope and future roadmap for the product.
• Lead an agile squad for CRM product, make sure that user stories are complete and give full description of the intended change.
• Oversee initiation and execution of all MVPs with continuous improvements.
• Participate in planning and various Agile ceremonies, to reaffirm priorities and clarify the requirements.
• Make sure that production deployments are well planned and executed with utmost precision and zero errors.
• Measure success of each MVP released and provide feedback / improvement areas for next iteration.
• Make sure that production complaints are minimum and CSAT score for the product is within the agreed SLAs.
• Work with different Global Product Owner, Product Owners and Business Analyst with Digital Banking Customer Experience to achieve collaborative results.

RESPONSIBILITIES

On a day to day basis, you will…

• Understand, develop, implement and manage CRM solutions that serve all Bank’s departments.
• Deep understanding of CRM platforms & technologies on the business perspective
• Identify and prioritize key requirements based on benefits, be it financial, customer experience or regulatory/compliance/risk.
• Align all implementation with the CRM roadmap.
• Review and sign-off IT solution and design, with critical thought.
• Ability to challenge status quo and solution that do not fully serve the CR vision and requirement objectives.
• Align synergies within CRM squads and together with other Assisted Banking squads.
• Staff, coordinate and manage agile squad for CRM.
• Identify, assess and manage risks, issues & dependencies.
• Design and ensure a distinguishable, compelling and consistent user experience through service blueprints, wireframes and prototypes.
• Ensure timely, iterative delivery of best quality products and experiences.
• Build product roadmap with various MVPs, continuously iterate and improve.
• Ensure team/squad is able to close all stories that are picked up during the sprint.
• Measure how many defects make it to production past testing, ensure that this is as low as possible with increased automation testing.
• Measure deliverables that are developed not as per design and/or business requirement.
• Ensure that this % is as low as possible.
• Measure how much work assigned within sprint was completed.
• Ensure that this ratio is as high as possible.
• Develop and mentor the team and junior members
• Ensure 100% employee/team satisfaction
• Give timely feedback to team members on areas of improvement & provide necessary motivation for excellent team performance
• Measure happiness of the members in the team to understand their well being
• Ensure that this ratio is as high as possible.

TO BE SUCCESSFUL IN THIS ROLE, YOU WILL NEED THE FOLLOWING SKILLS AND EXPERIENCE…

• Bachelor’s degree preferably in business studies or technology.
• Minimum 5 years of experience in project management & process re-engineering.
• Experience in multichannel program management in financial institutions.
• Familiar with business usage of core applications & systems like Finacle, BPM, BIDAYA.
• Business, IT & interaction design expertise.