Harvey Nash
Product Manager (Retail Bank)
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About the role
Our client is a customer-focused financial services organisation that places people, collaboration and lasting relationships at the heart of its approach. The organisation supports flexible working where practical, with arrangements shaped around the needs of the role and employees’ home lives.
Job Duties
The organisation is entering an important stage of growth and is modernising its relationship-led banking model. This opportunity suits someone who enjoys challenging established ways of working, turning ambitious ideas into practical outcomes and helping to build strong foundations for long-term success.
As Product Manager for the branch channel, you will lead the branch and teller operations product area. You will be responsible for delivering and continually improving in-person customer servicing as the organisation advances its technology and operating model.
- Manage the branch-channel product backlog and roadmap, covering teller activity, cash and cheque transactions, foreign exchange and face-to-face customer servicing.
- Apply practical retail-operations knowledge to design solutions for complex, high-volume counter transactions, including cash handling and foreign exchange.
- Convert the channel and platform strategy into clear team outcomes, priorities and acceptance criteria for teller access, cash deposits and cash-exchange journeys.
- Prioritise initiatives by weighing customer benefit, commercial value, delivery practicality, technical sustainability and regulatory obligations.
- Serve as the product lead for the branch squad, making timely trade-offs to sustain progress across teller-device operations and offline-resilience capabilities.
- Work closely with Engineering, Architecture, Operations, Risk and Compliance to ensure branch, ATM and cash-handling solutions are practical, secure and compliant.
- Set and monitor measures of success, including customer outcomes, teller efficiency, operational performance and speed to value.
- Keep squad delivery aligned with wider channel, platform and organisational priorities.
- Coordinate dependencies with other teams and escalate risks or competing priorities when necessary.
- Use customer research, performance data and operational feedback to improve branch, ATM and cash-service journeys.
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Risk management is integral to the role. The successful candidate will take ownership, act in the interests of customers and colleagues, follow appropriate controls and raise concerns promptly.
Requirements
- Experience as a Product Manager, Product Owner or in a comparable position, supported by a strong understanding of core banking products and customer journeys.
- A track record of delivering products or features in complex, regulated settings, with experience using AI-enabled or agentic tools to accelerate requirements discovery and refinement.
- Demonstrable experience introducing solutions into a live retail-branch environment, including support for complex cash and foreign-exchange transactions.
- Strong facilitation skills across backlog refinement, delivery planning and stakeholder-alignment sessions.
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Knowledge of modern digital platforms, APIs and systems integration, particularly within branch, teller and ATM environments.
- Exposure to AI-enabled or agentic tools would be advantageous.
- Awareness of the regulatory, risk and control considerations relevant to branch-based financial services.
- A sound understanding of agile delivery and the role of product management within agile teams.
- Excellent communication and influencing skills, with the ability to explain priorities, trade-offs and outcomes while collaborating across product, technology, operations and control functions.
- A clear understanding of the risks associated with the position and the impact of decisions on customers, colleagues and wider stakeholders.
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