Job Title Product Manager
The purpose of this role is to ensure an efficient and professional service to the client in accordance with BCX standards, by serving as a bridge between the development staff and the business / project stakeholders.
They may also help to scope the system, establish objectives for the resolution of complex problems, identify potential areas of development, and improve the client’s underlying business process.
They will manage the business and technical analyst(s) in delivering superior consultancy services and the technical 1st, 2nd and 3rd line operation support service for customers on products and services supported by BCX.
2. Outputs to be delivered
Management : Business and Technical analyst management
Review and approval of Analysis of business and client’s needs, documented requirements and translation of business system specifications
Create, contribute, review and enhance functional solutions with customer and team.
Manages customer expectation and ensures client satisfaction
Guides, coaches and facilitates the team to ensure the effective communication during analysis
Leads teams in large / small projects, research and design, and implementations
Promotes and directs team with the aim of ensuring continuous process improvement activities and training of peers and clients
Manage team handover of any documentation and updates to service lines
Team Leader Responsibilities
Participate and review Appraisal sessions with direct reports.
Assist co-workers readily
Escalate where appropriate
Regular contact with staff, colleagues, management, clients and internal departments
Develops a team framework for the Helpdesk environment.
Assigns and delegates authority and responsibility.
Monitors and ensures on-going improvement in staff morale.
Ensures that staff receives adequate and appropriate training.
Monitoring and reporting on leave taken
Attend Team Leader meetings
Team Leader reports
3. Business and Analysis skillset
Delivers appropriate business solutions for the client
Maintains ongoing close contact with client. (scheduled service reviews and adhoc engagement sessions).
Reviews document repository and makes sure that the teams maintain versioning of documents.
Investigates complex business system problems that cannot be resolved by helpdesk
Ensures that all parties involved in the development, have a clear understanding of the client’s requirement and objective
Ensure that any escalated investigations and queries that cannot be resolved by the L1 and L2 helpdesk support is addressed by the L3 line support team.
Acts as a liaison between the client and the development staff
Keeps in regular touch with client, staff, colleagues and management
Ensures that all parties are kept informed on all issues that affect them
Ensures that all parties affected, understand the requirements of the business systems specifications
May validate testing of application components to ensure that applications programs are developed in accordance to business system requirements specifications
Validate and review functional testing and training documentation if required
Shares work related knowledge and experience
Ensures that all administration requirements are met and are up to date
Review and advise on business process analysis
Present analysis and modelling results
Assists in the formulation of system scope and objectives
Obtains an understanding of the client’s current business processes, systems and product
Obtains an understanding of the client’s real needs
Considers business implications of the application to the current and future business environment
Analyses, develops, documents and maintains business requirements specifications
Identifies, documents and implements change management for business system problems / bugs
4. Functional / Technical Skills
Good understanding of the systems architecture and the UCS TS standards
Good understanding of systems analysis and design
Good knowledge of the UCS TS solutions
Good Understanding of the client’s business culture and the key individual contacts
Good understanding of the client’s business processes
Knowledge of the third-party service providers to the client
Good knowledge of software development methodologies
Good knowledge business and technical analysis techniques, methods, processes and practices
Understanding of strategic planning
Understanding of change management
Understanding of quality management (including testing)
Understanding of business process re-engineering
Understanding of basic people management principles
Understanding of UCS TS administration requirements
Good facilitation skills
5. Personal Attributes required for this Role
Good communicator (written and verbal)
Can be flexible / adaptable
Creative problem solving and conflict resolution.
Shares knowledge readily / information sharing
Attention to detail
Accountable - shows a positive commitment to work
Promptly delivers on commitments (internal and external customers
Keen to learn and acquire new skills
Relevant University National Diploma / Degree (NQF Level 5 / 6) Essential
2- 3 years’ experience