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Product Manager - Credit Cards Customer Services


Product Manager - Credit Cards Customer Services

UK | United Kingdom

This is an exciting opportunity to join the credit cards product team at the Bank of Ireland UK; the team is responsible for designing and executing the cards product strategy, which meets our customer needs and delivers against our commercial objectives, and managing the customer journey throughout the product lifecycle.

The role is predominately focussed on supporting the product management aspects of credit cards, in particular customer service.

This opportunity is offered as a6 month fixed term contract.

Key Accountabilities

  • Acting as customer champion and vulnerability champion for credit cards
  • Supporting the servicing agenda; acting as point of contact for credit cards related servicing queries, working with internal colleagues and outsourced providers, and supporting service standards which bring to life the customer service offering
  • Support the credit cards customer delivery forum; supporting the customer pain points reduction agenda working closely with complaints to ensure existing processes and policies support first point of contact resolution as appropriate.
  • Support collections and fraud, working with both teams to define targets and ensure there is an appropriate balance between financial and customer/conduct objectives
  • Incident management; acting as the main point of contact from the product team for the management of incidents and providing the necessary strategy and policy direction for how these incidents should be managed
  • Ensuring that the risk aspects customer servicing are fully understood and managed and responsible for compliance with all applicable legislation and regulation which relates to customer servicing

Essential Qualifications

  • 5 GCSEs A-C grades including Maths and English or equivalent

Essential Skills & Experience

  • Product management experience preferably within Financial Services. Credit card experience advantageous
  • Experience of developing business plans and customer propositions
  • Ability to analyse trends and date
  • Collaborative style with the ability to liaise at senior level

Closing date: Sep 16, 2019
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