The Product Officer role supports the execution of Gulf African Bank’s product strategy through product performance reporting, revenue assurance and concessions review support, product knowledge enablement, and delivery coordination across product initiatives. The role is designed to strengthen operational execution, data-driven decision-making, and internal product alignment.
Key Responsibilities
Product Performance & Insights
- Produce scheduled product performance packs for priority products and initiatives, including trends, key drivers, insights, and recommended actions.
- Support quarterly product reviews through preparation of review packs, action logs, and tracking of agreed actions to closure.
- Work with Finance, Data/Analytics, Product Owners, and Business teams to reconcile performance data and ensure consistent reporting.
- Maintain structured product KPI dashboards, including key indicators across liabilities, assets, channels, and service performance.
- Provide ad-hoc product, channel, segment, revenue, and operational analysis as required.
Product Knowledge, Content & Enablement
- Administer the Bank’s product knowledge program guided by the Product Manager, including distribution, participation tracking, and reporting.
- Maintain an up-to-date repository of product materials (presentations, FAQs, job aids, product summaries, and training guides).
- Identify product knowledge gaps through results analysis and propose targeted refresher sessions and reinforcement actions in collaboration with the Product Manager and Business Heads.
- Support staff enablement through coordination of training sessions, dissemination of materials, and tracking completion where applicable.
Revenue Assurance, Tariffs, Concessions & Waivers Management
- Maintain and administer the concessions and waivers tracking register, including approvals, validity periods, usage, and review dates.
- Prepare concessions/waivers review packs.
- Support revenue assurance exercises by identifying potential pricing leakage, misapplied tariffs, and variances, and generate review reports and materials.
- Support preparation of tariff competitiveness comparisons and maintain a refreshed reference pack throughout the year.
Customer Feedback Management Support
- Maintain a simple customer product feedback framework, ensuring consistent capture and categorization of feedback from various sources.
- Support feedback review and generation of insight packs, summarizing themes, frequency, impact areas, and recommended product/process actions.
Delivery and Governance Administration Support
- Support delivery coordination for product initiatives by maintaining initiative trackers, action logs, and risk registers.
- Support in product testing/UATs as required.
- Support relevant governance forums and meetings where applicable, including taking minutes, maintaining action trackers, and following up on agreed actions.
- Support Product process improvements and enhancements delivered through available resources/tools to achieve increased automation and improved efficiency overall.
Other Duties
- Undertake any other reasonable duties related to product performance monitoring, reporting, governance support, and internal enablement, as assigned by the Product Manager from time to time.
Performance Targets
Performance targets will be agreed with the Product Manager and signed off in the annual performance contract. Targets will be based on:
- Timely production of monthly product performance packs and dashboards for priority products.
- Completion of scheduled product reviews and post-implementation review support packs, with action tracking to closure.
- Timely preparation of concessions/waivers registers and review packs, including exception identification and follow-ups.
- Contribution to revenue assurance checks, with documented actions and closures.
- Delivery of the product knowledge program elements as per agreed cadence, including participation tracking, results analysis, and follow-up actions.
- Timely updating and dissemination of product materials and job aids.
- Quality participation in testing/UAT cycles and guided supporting actions in relation to product delivery.
- Consistent capture and reporting of customer feedback.
- Demonstrable contributions to internal process improvements through standardization, documentation quality, and automation support.
Qualifications and Experience
Education and Experience
- Bachelor’s degree in business, Finance, Economics, Statistics, Information Systems, Computer Science or a related field.
- At least 2 years’ experience in product support, business analysis, digital channels, analytics, service quality, customer service or banking operations role.
- Exposure to banking products and product/project delivery environments is an advantage.
Functional Competencies
- Technical/Analytical Skills: Comfortable with Excel.
- Familiarity with other Microsoft Enterprise Applications such as Power BI, SharePoint, Forms, and Power Automate is an advantage.
- Comfortable working with structured datasets and producing insights.
- Ability to gather, interpret, and use data to support decision-making.
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