Exceptions and Investigations Product Manager

Responsibilities

Product Definition

Define, develop and/or validate improved or new product, market concepts and business solutions based on deep understanding of customer needs, operational constraints, regulatory context and market trends. Exceptions and investigations experience is essential for this role.

• Actively capture and structure customer needs through direct engagement (1:1 meetings, workshops, user groups, pilots).
• Translate customer problems into clear use cases, value propositions and problem statements.
• Validate concepts through customer feedback, prototypes, and early market testing.

Product & Marketing Planning

Define and develop a mid‑to‑long‑term product and marketing plan to inform internal and external stakeholders about strategic product and market development.

• Own the product narrative: why the product exists, who it is for, and the value it delivers.
• Ensure consistency of messaging across documentation, presentations, sales enablement and customer communication.
• Contribute to go‑to‑market positioning, pricing logic and value articulation.

Business Cases & Requirements

Ensure the creation and maintenance of clear, complete and approved product definitions and business cases for new and renewed products, in line with overall business strategy.

• Produce and maintain structured product artefacts, including: product definitions, scope, business cases, functional and non‑functional requirements.
• Act as the primary interface between commercial teams, IT, operations and other internal stakeholders.
• Coordinate approvals and ensure alignment across governance, delivery and commercial readiness.

Product Launch Management

Initiate, drive and control product launch initiatives to ensure timely delivery of agreed specifications and readiness across the organization.

• Manage all aspects of the launch plan, including product and pricing offers, promotion and communications, training of internal commercial teams and customers.
• Ensure that customer‑facing and operational documentation is complete, accurate and usable at launch.

Operational Integrity

Own and maintain the operational integrity of the product throughout its lifecycle by ensuring high‑quality, up‑to‑date documentation and clear operating models.

• Produce and govern operational and customer documentation, such as rule books, specifications, user guides and FAQs.
• Operational and support guides.
• Ensure documentation aligns with actual product behaviour, delivery processes and customer journeys.
• Collaborate with operations, support and IT to continuously improve clarity, usability and correctness of product artefacts.

Product Portfolio Management

Manage a product portfolio throughout its lifecycle by defining yearly objectives, monitoring performance and ensuring continuous improvement.

• Define and track sales targets, adoption metrics and P&L performance.
• Identify opportunities for product improvements, renewals or decommissioning.
• Ensure feedback from customers, operations and support is systematically incorporated into roadmap decisions.

Customer Engagement & Thought Leadership

Act as a visible product representative towards customers, partners and industry stakeholders.

• Prepare and deliver compelling customer presentations and product storytelling.
• Engage directly with customers through 1:1 meetings, user groups and working groups, industry events and forums.
• Facilitate structured feedback loops and ensure customer insights influence product strategy and execution.

Industry Trend Sharing

Continuously monitor industry trends, standards evolution and competitive dynamics.

• Share insights proactively with internal teams and contribute to strategic discussions.
• Represent the product and organization in relevant industry bodies, regulatory forums and associations.

Coaching & Capability Building

Provide advice, guidance and coaching to less senior product or market managers.

• Support skill development in product thinking, documentation, customer engagement and storytelling.
• Promote best practices in product management, customer centricity and operational excellence.

Core Competencies

• Accountability for Delivering Results: Makes and takes accountability for significant decisions and actions.
• Operational Excellence: Defines, implements, and manages to the highest standards of operational excellence required for service and product delivery.
• Knowledge Expansion: Champions cross-functional and cross-divisional learning; ensures sharing of critical knowledge.
• Business Understanding and Commercial Sense: Applies business/management principles to improve commercial performance.
• Relationship Building: Establishes, nurtures and develops relationships with critical customers or business partners.
• Effective Communication: Communicates business strategies and approaches in challenging circumstances; adjusts communication style to optimize effectiveness in a multi‑lingual environment.