[What the role is]
SENIOR PRODUCT MANAGER/ PRODUCT MANAGER
[What you will be working on]
You will be part of the team to develop next generation Enterprise Feedback Management System (EFMS) using CRM SaaS and/or CRM COTS to manage citizen feedback such as public feedback on LTA services and assets, central call centre, road closures/works applications and bike sharing services. EFMS is crucial to LTA in delivering a good and safe land transport system.
As part of LTA’s digital transformation journey, EFMS aims to change the way LTA manages feedbacks currently by unlocking values leveraging on AI. You will be part of this exciting journey to shape and grow the product.
Product Strategy \& Development
Work closely with business users to define product vision, strategy and roadmap based on business needs and regulatory requirements
Transform business requirements into clear product specifications and user stories
Lead discovery sessions with business users to understand pain points and opportunities
Validate proposed solutions with business stakeholders before development
Prioritize features and enhancements based on business value and user impact
Product Management
Prioritize product backlog across multiple platforms based on business value and technical feasibility
Define clear product requirements, success metrics, and acceptance criteria
Drive agile development processes and ensure quality of product delivery
Make data-driven decisions using analytics, user research, and industry feedback
Technical Collaboration
Work closely with engineering leads on technical feasibility and architecture decisions
Guide integration approaches between regulatory, payment, and enterprise systems
Ensure scalable solutions that meet government security and compliance standards
Balance new feature development with technical sustainability
User Experience \& Design
Champion user-centric design for citizen system enterprise product
Drive continuous improvements based on user feedback and behaviour analytics
Ensure consistent user experience across multiple platforms such as chatbot, mobile browsers, web and mobile application
Simplify complex citizen engagement processes through intuitive digital interfaces
Drive user adoption and growth through increased engagement, expanding types of features, and higher usage in a financially sustainable manner
Team Leadership
Lead product managers, designers, and work closely with engineering teams
Set product development standards and best practices
Coach team members in product thinking
Build strong product culture focused on user needs and business outcomes
Stakeholder Management
Partner with business divisions and groups to understand user needs
Align product decisions with organizational strategy and stakeholder expectations
Drive product adoption through effective change management
Communicate product vision and roadmap to senior leadership
Participate in technical discussions to understand implications of architectural decisions on product roadmap.
Compliance and Governance
Ensure that Product meets security and performance requirements (SSAT, VAPT, Performance Testing)
Adhere to compliance requirements and audits (IM, AGO, etc.)
[What we are looking for]
Knowledge in IT, Computer Science, Engineering or a related field
At least 5 years’ IT experience with at least 4 years of eexperience in modern product development/management technologies and practices such as Agile, Cloud, Design Thinking, and Product-Centric Development
Knowledge of at least one CRM and/or unified workflow management product such as Salesforce, ServiceNow, Pega, Appian, OutSystems, Microsoft Dynamics CRM or equivalent
A strong interest in driving business change using technology and data
Experience in feedback management system will be a plus
Experience with Government Cloud Platforms (e.g. GCC, GCC+) will be a plus
Strong analytical and problem-solving skills
Ability to work collaboratively in a cross-functional team
Candidates with more experience might be considered for senior roles
As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.