Senior Product manager – BT Conferencing
Location: Hong Kong OR Singapore - Asia Pacific
Rate: N/A (Permanent)
Key Purpose of the Role
Purpose Of Role:
The role holder will be responsible for one or more aspect of product management for the Video Conferencing group of products within Asia-Pacific. This will include owning, developing and implementing strategy, new product development, bid/opportunity support, in-life product/service management and commercial management.
KEY RESPONSIBILITIES:
To own the strategy for the Video Portfolio within Asia-Pacific in the context of the overall BT Conferencing Video Portfolio strategy
To own the introduction and launch of the Video Portfolio products and services into te Asia-Pacific region
To own the business case for new products and the P & L for existing products in Asia-Pacific in line with the Global Video Portfolio.
To be responsible for leading, developing and managing the products to optimise long run contribution over the product life cycles.
To own the product plan, price, pricing strategy, development budget and road map.
To be responsible for strategic alignment, planning, budgeting and investment, supplier relationships and cost control, quality of service, development of SoRs, management of development and launch plans, customer satisfaction, supporting and driving the sales channels and marketing, product information, working with operations and service delivery on feature enhancement, and cost reduction, working with sales on specials/bids, legal and regulatory obligations, supporting and influencing Industry Forums and User Groups, interaction with customers, complaints handling and the management of relevant complex projects.
Generic Role Code Responsibilities (not exclusive to the role holder):
Service Contribution
Ensures strategy is communicated through team to ensure successful implementation. Acts as escalation point for Operational Support for a Product or Service Delivery. Leads business driven initiatives within the Support and Delivery Team
Processes & Ops Model
Capability to create and implement a standard operating model and controls to ensure compliance to it. Drive through Operating Model implementation. Set operational procedures in line with the OM. Leads the team through the transition into the OM and influences them to adopt new ways of working.
Business Impact
Works with the virtual delivery team to solve customer and operational problems in relevant field. Manages diverse short/long term projects. Resolves high level customer and operational problems in a timely and effective manner. Manages and controls network problems, ensuring planned engineering work is professionally undertaken and customer impacting risks are managed. Works proactively to reduce faults and ensure overall processes are working well, through forward planning, analysis and preventative actions. Working in partnership with other teams to ensure delivery and support processes can support new service offerings. Standards:
• a) Strong team leadership and coaching skills
• b) Recognised expert in the field
• c) Key interface with external suppliers
• d) Works across Conferencing organisation, internal and external suppliers to deliver quality of service
• e) Identifies and implements innovations to maximise customer experience and minimise cost
• f) Provide the required input into strategy & policy documentation and ensure compliance.
Expertise within Team
Provides strategic direction/vision across functions.
Expert in one or more areas and also understands other disciplines and how they affect own work area. Acts as a source of advice for others on a variety of knowledge/skills in own work area and how they relate to other work areas.
Platform Responsibility
Oversees the management of the Platform elements to ensure that the Platform is always capable of supporting customer requirements.
Monitors, tracks and analyses Platform equipment utilisation. Undertakes trend analysis and uses information to plan and implement Platform improvements.
Makes decisions to resolve customer impacting Platform problems. Acts as a point of escalation for complex customer issues.
Contact with BT Professional Communities
Role holder should leverage the experience of the relevant BT wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role. The role holder may also play a key part in the BT wide professional communities.
Training & Development
Provides on the job training to others. Identifying develop needs, proposing solutions, assisting and supporting people development. Identifying talent and key players. Driving people development appropriately. Identify and support future BT leaders. Mentoring. Role Model. Championing people and transformational change initiatives. Responsible for own development.
Job Standards For Role:
• To own and develop a high-level Relationship with the customer-base, Sales, Operations, Products and key suppliers and to deliver excellent customer satisfaction. Good looks like held in high regard by Sales and Supplier for their expertise around the Polycom portfolio and ability to present on it to customers up to C-Level contacts
• To work with the Sales and Service Specialists delivering the following:
• Evaluating, co-ordinating and resolving opportunities supporting BT Account Teams, Deal Architects, bid teams and Global Operations.
• Maintaining excellent working relationships with above teams by recognising and reacting to potential selling opportunities and making recommendations in terms of how to address an opportunity.
• Contributing up to date detailed Video Solutions and Service delivery know-how to projects to ensure designs and commercial proposals are aligned to customer requirements, and appropriately costed.
• Where required to provide commercial design authority and support to ensure solution development is undertaken in alignment with the system specifications.
• Building industry awareness so that more cost effective alternatives can be considered as part of a proposal e.g. use of commercial off the shelf services to meet specific business solutions.
• Undertaking risk analysis activities as agreed and directed, ensuring that risk transferred to BT is identified so that, for that activity, the client can identify a real value.
• Attending review meetings with Distributors, Customers and Account Team Managers to solve/raise issues where necessary.
• Proactively managing customer service, monitor and take appropriate action as a result of customer feedback, complaints and service, advise senior managers, manage customer expectations and agree standards.
• Establishing processes to solve problems and resolve customers issues, including developing and implementing a Customer Service Plan and a Service Development Plan (where appropriate), or generic service improvement plans as required.
• To support the implementation of pricing strategies and commercial change activities, and ensure adherence to pricing policy, processes, trading models and tools in deals.
Good looks like Effective day to day working, with promotion of increasing self sufficiency within specialist community based on down streaming to create a sound understanding of portfolio
• To attend review meetings at peer level or higher with Customers and Account Team Managers and to solve/raise issues. Good looks like Respected product manager who is requested by sales to support customer meetings for complex opportunities regularly
• To be responsible for resource planning and capability matching across the teams. Good looks like Well planned projects and launches that consistently meet planned dates, with timely mitigation and escalation as required.
• To demonstrate a high level of BTC video products, processes, and commercial knowledge across the Cisco/Tandberg/Polycom/Lifesize product base, and with specific reference to international trade and supply. Good looks like Ability to demonstrate detailed end to end knowledge of how their portfolio functions operationally, identifying improvements and ensuring alignment into wider portfolio to drive cross sell and upsell opportunities.
• To build and maintain internal relationships across own organisation and the wider unit. Good looks like strong relationships with sales, operations, finance and IT that can be leveraged to resolve customer, product, development or other issues effectively and quickly.
• To be involved in information providing at a local level with trade unions as required.
• To meet all people management related targets.
• Ensure that all safety, security and regulatory requirements are observed.
• Ensure effective two-way communication by attending regular team and 1-1 meetings.
• Maintain regular liaison with your customer/supplier groups, and ensure all agreements are being met.
• Deal with internal and external customer complaints using the appropriate procedure.
• To control financial and related objectives to meet budgetary requirements.
