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SalaryOverview
Reporting to the General Manager, Transformation & Strategic Portfolio Management, this role will define the strategic direction of Genesys Cloud in a large operational service business.
This role will be responsible for defining the product roadmap, in line with the broader digital transformation strategy and goals. Translating business objectives into actionable plans, this role is pivotal in ensuring our Genesys Cloud product and service offering exceeds market expectations, whilst enhancing customer service and operational efficiency.
You will work in close partnership with the Customer Experience, Service Excellence, Technology, Product and Client Partnership teams to drive the roadmap and oversee its implementation.
Representing the Link Group culture will be critical for success, you will need to operate and advocate open and collaborative ways of working, where teamwork, client first and agility is central to our core values.
Key Accountabilities and main responsibilities
Strategic focus
- Shape and execute the strategic vision for Genesys Cloud products in line with digital transformation goals
- Collaborating with users and clients to understand and anticipate their needs and translate them into product requirements
- Translate business objectives into actionable plans, ensuring alignment with broader digital transformation strategy
- Creating a product roadmap based on the vision
- Managing the product backlog and prioritizing based on changing requirements
- Champion data-driven decision-making by leveraging data analytics and insights to identify opportunities for improvement and growth.
- Overseeing all stages of product creation including design and development
- Developing user stories
- Monitor key performance indicators, analyze product performance, and iterate on optimization strategies
- Monitoring and evaluating product progress at each stage of the process
- Participating in Scrum meetings and product sprints
- Work with Continuous Improvement, business teams to identify and drive improvements
- Review team working practices/procedures to identify opportunities to improve quality or productivity
- Liaising with the product team and end-users to deliver updates
- Foster a collaborative work environment, inspiring innovation and creativity
- Collaborate with other departments to build cross-functional relationships and ensure organizational alignment
- Promote a One Link culture within the team encouraging collaboration and leveraging expertise across S&T to deliver exceptional results
- Help build commitment and alignment among key stakeholders
- Promote and support diverse and inclusive behaviours and thinking
- Role model customer first behaviours and embed in the team a customer first attitude in all interactions with external and internal stakeholders
- Identify Risks, Issues, and Assumptions & Dependencies with mitigating actions where applicable
- Diligently follow-up any outstanding issues with business users or IT developers to ensure prompt resolution and closure
- Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk
- Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
- Take remedial action where necessary
- Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place
Required
- Min 5 years work experience as a Product Owner or similar role in product management responsible for cloud based CX or omni-channel platforms (such as Genesys cloud)
- Professional experience working in large and complex environments in Financial services or other highly regulated environments
- Experience in implementing new technologies that include cloud native, automation, agile ways of working and digitisation.
- In-depth knowledge of Scrum and Agile Software Development Methodology
- Working knowledge of product development architecture
- Strong internal consulting experience/capability
- Proficiency in the use of analytic tools
- Ability to prioritize effectively
- Excellent knowledge of user-centered design principles
- Excellent oral and written communication
- Ability to work with large teams
- Understanding of design quality standards
- Genesys cloud experience
About the Team:
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
