Digital Product Management (Pune)

Wealth and Personal Banking serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and build their financial futures It is a global business that brings together management responsibility for Retail Banking Wealth Management Insurance and Asset Management with a focus on customer-centric propositions and innovative distribution channels As the Product Manager - VOC Platforms you will act as a product owner and expert for our VOC platforms You will manage and govern the development and utilisation of the platforms such as Medallia You will support over 15 markets and currently 6000 global platform users with a view to increase utilisation in near future You will ensure the platforms deliver value to the business and are used effectively You will work closely with CX specialists and other platform users to understand and deliver their business needs through the platform capabilities You will manage the relationship with platform suppliers to maximise value to IWPB by driving the implementation and adoption of new functionality and ensuring the rapid and effective response to our required fixes and CRs The role holder will Manage the full product lifecycle to ensure that over time the needs of the platform users continue to be met As platform SME work closely with Technology Transformation D A and market teams to ensure the VOC platforms change agenda is delivered on time and in budget Be hands-on and remove delivery blockers through appropriate action and escalation Operationalise the voice of the customer platform at its full potential across users securing ROI and value to business and customers Platform management BAU Manage the integrity of the platforms and all aspects of the of business-as-usual platform operation Improve platform functionality eg Text Analytics evolution Topic creation AI rules triggers surveys Monitor the performance of the platform to optimise value to the local and global change agenda Ensure platforms updates are implemented assessed and used Contribute to achievement of objectives and key results across the VOC Product and use data to inform prioritisation and decision making Maintain a focus on ROI to ensure priorities align to areas of greatest impact Create and manage a standard process and ways of working to respond to requests for changes Own the global operationalisation of the VOC platform e g Medallia Provide status reporting regarding project milestones deliverables dependencies risks and issues Communicate and align with multiple stakeholders across organizational levels and locations Work creatively and solution-focused demonstrating collaboration innovation and excellence Establish gaps in platform utilisation and opportunities to create value to business from the platform capabilities Own the management of training support materials product enquiries Develop and report utilisation KPIs Own deliver and report on a program plan to meet HSBC s needs maximise value from the VOC platform and maintain the functional and security integrity 3rd party supplier management Platform development transformation Manage the pipeline of recent capabilities improvements fixes and requests from VOC platforms users Prioritise product requirements and own the product backlog coordinate pilots launches training Keep up with trends and emerging business models reimagining how to generate value to the business customers Work with platform suppliers to influence their development plans derive value from updates and ensure speedy satisfactory resolution of HSBC requests Obsess about how to apply technology and data to solving problems or finding new opportunities Knowledge Experience Qualifications Previous experience in implementing and configuring voice of the customer platforms e g Medallia Qualtrics Previous experience in creating and managing text analytics rules and topic trees closed loop alert rules user roles Experience in a global roles with proven experience in working in a cross functional matrix environment Knowledge in customer experience metrics e g NPS CSAT Ease and customer experience measurement Data driven analytical approach to problem solving looking to understand the underlying causes so that we can build a global solution rather than a series of point solutions An entrepreneurial drive with the ability to deconstruct and solve problems Experience with the range of product development and deployment activities including identifying opportunities and developing business cases defining product requirements engaging a wide range of functional experts to agree deployment approach project execution launch and post launch performance measurement and management Experience of Design Thinking and leading run ahead work to explore new problems or potential ideas bringing in Design Analysis Architecture and Engineering colleagues Good communication skills for navigating through business Wealth an