Swift
Exceptions and Investigations Product Manager
London
Posted about 19 hours ago
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Key Responsibilities
Product & Market Discovery
- 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 Strategy & 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 what value it delivers.
- Ensure consistency of messaging across documentation, presentations, sales enablement and customer communications.
- Contribute to go-to-market positioning, pricing logic and value articulation.
Product Definition, 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 and scope
- Business cases
- Use case definitions
- 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 & Go-to-Market Execution
- 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.
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Operational Documentation & Product Run-the-Business
- 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 and specifications
- Service descriptions
- User guides and FAQs
- Operational and support guides
- Ensure documentation is aligned 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.
Portfolio & Lifecycle 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.
Market Intelligence & Knowledge 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 organisation 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.
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Competency Profile
- Takes Accountability for Delivering Results
- Makes and takes accountability for significant decisions and actions on operational/tactical issues; takes initiative to deliver results under conditions of pressure, adversity and uncertainty with full understanding of potential risks.
- Demonstrates Operational Excellence
- Defines, implements and manages to the highest standards of operational excellence required for service and product delivery; encourages and promotes a continuous improvement mindset for business processes and policies to drive operational success in terms of the security, availability and reliability.
- Expands Knowledge
- Champions cross-functional and cross-divisional learning; ensures sharing of critical knowledge in the business to drive development of new solutions; keeps abreast of changes and developments in knowledge area; demonstrates ownership of own development and guides others in planning and growing their personal capabilities.
- Business Understanding and Commercial Sense
- Promotes and applies business/management principles to improve commercial performance through a deep understanding of SWIFT, the competition and the market; champions changes that strengthen competitiveness and the value proposition.
- Builds and Reinforces Customer Relationships
- Establishes, nurtures and develops relationships with critical customers or business partners; uses understanding of customer requirements and needs to drive the development of customer solutions; manages the potentially conflicting priorities of owners/customers while demonstrating and promoting the highest level of conduct and responsiveness in all relationships.
- Communicates Effectively
- Communicates business strategies and approaches in challenging circumstances; adjusts communication style to optimise effectiveness in a multi-lingual environment; provides clarification of key corporate initiatives and messages; recognises and respects the points of view of others.
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Skills
Product Management
Market Research
Customer Engagement
Product Strategy
Operational Excellence
Documentation
Business Cases
Lifecycle Management
Coaching
Market Intelligence
Communication
Stakeholder Management
Problem Solving
Analytical Skills
Regulatory Knowledge
Customer Centricity
Location