Senior Manager-Digital Products

Senior Manager-Digital Products leads and oversees the conceptualization, development, implementation and evaluation of digital products; ensuring stakeholders’ requirements are met thus ultimately supporting and achieving the Digital Transformation strategies in improving customer experience and ultimately driving business growth.

Responsibilities

Digital Products Research

• Research and define Bupa customer segments served by Bupa products. This will be based on developing a deep understanding of customer goals, the value customers derive from the digital product, and the business capabilities and digital transformation strategies of the business domain
• Analyze competing and existing offerings or capabilities, including alternatives that internal customers might use, to understand how to offer the differentiated products or services that Bupa customers prefer

Digital Value Proposition

• Orchestrate a variety of internal and external stakeholders i.e. suppliers/vendors, outsource development companies, etc. to achieve a shared vision of product goals and priorities
• Work closely with product teams to covey the product vision, continuously verify that the product fulfils that vision (as measured by customer value and business outcomes) and help the team ensure it is building the right product

Digital Product Management

• Maintain a full product life cycle perspective and work to balance short-term achievements with long-term goals (such as minimizing technical debt while maximizing resiliency)
• Lead and facilitate stakeholder engagement, consultation and negotiation on product development issues to ensure product suitability and requirements are met
• Undertake project management and drive digital product launches including working closely with key stakeholders to ensure successful and timely implementation
• Project manage digital product design, lead and support project team members if allocated, and ultimately be responsible for product roll out, evaluation and design of communication information

Continuous Improvement

• Drive continuous improvement and quality assurance in product management through regular review of processes and procedures; and initiation of improvement and corrective actions and strategies in order to minimize risk and enhance operations and outputs
• Gain a deep understanding of Bupa customers’ experience; and identify and fill digital product gaps by generating new ideas to improve customer experience and drive growth

Project Management & Implementation

• Lead the successful implementation of the various components of a solution through the effective execution of the methodology using solid functional, technical and/or project management knowledge and skills such Scrum, Agile or any relevant project management methodology
• Ensure deliverables meet customer needs as analyzed
• Identify and report potential risks and mitigation actions
• Ensure regular progress reports are disseminated to all internal and external stakeholders
• Ensure that projects go live within agreed scope, time and budget    
• Ensure consistent monitoring and feedback from all stakeholders including partners and outsourced development companies
• Ensure customer acceptance on project deliverables
• Identify outstanding items (activities and risks) and drive the closure with effective outcomes
• Lead the seamless hand-over plan to ensure smooth transition to customer environment
• Monitor, deliver and close supplier agreements
• Communicate project completion to all stakeholders
• Conduct post implementation review and evaluation to ensure optimal service delivery
• Document and archive project plan document in a central repository

People Management

• Manage and constantly review individual performance
• Provide regular feedback, coaching and development
• Motivate, empower and enable the team by providing the necessary tools and support required to achieve the organizational development objectives
• Change agent, manage transformation and adaptation of team to new service delivery modules
• Provide leadership, professional guidance and directions to the assigned team members
• Build the capabilities of the team members

Qualifications

Experience

• 8-10 years of professional experience with 3 years in product management

Skills (Technical/Managerial)

• Customer-Experience Grounding: Ability to design customer-centric experiences throughout customer decision journey
• Market Orientation: Ability to understand market trends, partner ecosystems and competitive strategies
• Business Acumen: Comfort with business strategy, portfolio prioritization, go-to-market pricing, and tracking key performance indicators and financial metrics
• Technical Skills: Ability to go deep on technology trends, architectural questions, stack control points, roadmaps, and managing development life cycle
• Soft Skills: Ability to lead teams, communicate with diverse groups, and influence change throughout organization
• Enablers: Enable innovation through talented individuals, enriching career paths, test-and-learn culture, innovation-oriented practices, and organization

Other Requirements

• Vast experience on customer development, product architecture, UI development to supply chain planning with strong project management skill
• Ability to integrate analytics, business model, coordination and design thinking
• Strong persuasion and negotiation to leverage processes such as lean and agile development in order to facilitate timely decision making and resolution of conflicts
• Strong business background who have a deep understanding of customers, digital opportunities, the company’s value proposition for its products, and the technology context and strategy required to differentiate those products in the marketplace
• Possesses unique blend of skills and competencies that enable product teams to innovate like entrepreneurs and delight customers through design thinking
• Obsessed with usage metrics/analytics and building customer empathy through online and app channels, one-on-one interviews, and shadowing exercises to observe, listen, and learn how Bupa members actually use and experience published digital products
• Effective influencing and negotiation skills by building and leveraging a set of organizational and social networks internally and externally to ensure full buy-in of product management thinking
• Passion to achieve continuing professional development to improve skills and business knowledge
• Must be able to manage customer expectations during period of heightened customer expectations and balancing operational demands while delivering on day to day priorities
• Achieving multiple  project objectives, relying on external consultants given the limited resources, meeting tight deadlines and, resolving and complying with regulatory complexities and requirements