Head of PCM Products and Client Excellence

Job description / Role

Job Purpose:

The role will be responsible for driving the P&L of PCM products and to provide end to end management of products through their lifecycle (product offering, pricing, processes, policy, structure, etc.) to grow and protect revenue through new and existing product development/management.

This is a unique role which demands expertise in the "product excellence" approach to product management which emphasizes getting the right products to market faster through deep user insight, a clear product strategy, and an inspiring roadmap.

Principal Accountabilities:

• Act as a senior source of professional expertise and have principal accountability for the strategic direction and implementation of the TBG portfolio of products ensuring that they are fit for purpose and distributed and delivered properly to customers. This includes responsibility for product and service excellence delivery as well as for the end to end process, product management and development.
• Capture user feedback from all available sources, strives to uncover underlying needs, gain deep user insights by performing continuous product discovery - validating both problems and solutions - and employing findings to deliver the right features, designed in the right way.
• Directly target user needs by prototyping solutions ideas, validating feature ideas, monitoring, and collecting qualitative and quantitative insights to form future enhancements
• Solve the needs of specific types of users or market segments by competitive differentiation via user insights and dynamic visualizations that help garner organizational support towards the proposed product solutions.
• Provide deal review and structuring expertise to ensure that new transactions are operationally workable, consistent with Transaction Banking strategy and acceptable from a risk and return perspective.
• Contribute to overall strategy formulation, bringing to bear market knowledge, competitor analysis, trade flows and innovative 'deal' structures in order that the strategy reflects market.
• Monitor market and competitor activities and strategies to ensure that opportunities for new business and not overlooked and CBD market share is retained.
• Own and be accountable for the revenue, cost drivers, and the product performance to ensure that benefits in terms of customer satisfaction and financial targets are realized.
• Solidify the positioning of CBD as a leading proposition offering amongst new and existing clients by offering innovative and market leading TB propositions.
• Own periodic product reviews in terms of effectiveness, profitability, operating model, compliance, and operational risk.
• Conduct impact analysis of changes in product structure, competitive environment, pricing, or regulation and implement changes to minimize business disruption
• Own the end to end client journey while ensuring that the core processes supporting the product are robust and deliver the right outcome.
• Ensure that a strong cross-sell model is in place to deepen existing client relationships by profitability proposing BAU and campaign activities revolving around product offering, incentives, and pricing
• Drive product knowledge communication across both the front office and back office by engaging in training, collateral updation, and opening a feedback loop to continuously improve the profitability of the product.
• Identify and translate market opportunities into the enhancement of existing products to generate/increase profitable business lines. This includes the creation of business cases, defining features/functionality, P&L projections, and the necessary changes required to drive delivery across sales & operations.
• Maintain a high level of customer insight through customer workshops, focus groups, client calls, and product/concept research to ensure client-based feedback is gained on product offerings with the implementation of appropriate modification's.
• Regularly self-audit product implementation procedures, workflows, and reinforce where necessary.
• Function as a subject matter expert across transaction banking to prioritize and rationalize the product roadmap against business and internal/external partnership needs.
• Retain ownership of overall client experience with CBD's TBG services ensuring that root causes are eliminated, automation of processes, addressing key customer pain-points, etc.
• Develop and maintain effective and professional partnerships with internal stakeholders such as Relationship Managers, Finance, and Cash Operations etc.
• Take the initiative regarding regulatory, reputational and ethical matters, taking the initiative for providing proactive advice as identified. Coach and manage the team in these matters and ensure they are adequately trained in and cognizant of regulatory, reputational and ethical risks
• Take personal responsibility for understanding the risk and compliance requirements of the role. Understand and comply with applicable laws and regulations, the bank's policies, procedures and inherent/explicit codes of conduct. These include but are not limited to deal reviews, pricing, pipeline management, client complaints, other ethical issues, and general business conduct etc.
• Coach, guide, manage, train, and appraise a dedicated team in order to develop their product excellence skills and motivate them to contribute to achieve profitability metrics, satisfy client needs, and delivery against risk/control objectives.
• Identify and address the top issues/opportunities for performance improvement across the team.
• Drive and build an environment of collaboration, both within the team and across the wider bank, to ensure issues are raised and blockages are resolved in a timely manner.
• Develop a succession plan that identifies gaps in bench-strength; subsequently implementing action plans to ensure ready-now talent is available

Requirements

Education and Experience:

• Degree in Finance or Business Administration
• 10 - 15 years' experience in the field of product development across transaction banking, WB liabilities and Commercial Banking
• Strong understanding of Payments and Receivables products, Liquidity Solutions, Acquiring solutions, Electronic payments in banking and financial services sector, Trade Finance and Supply Chain Finance.

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.