Title:  Product Manager

Job Requisition and Recruiter Details

Requisition: 145879
Title: Product Manager
Cluster: Product Design and Innovation
Specialist Recruiter: William Mtsweni
Advert Closing date: 17 June 2026

Job Family

Career Stream

Leadership Pipeline

Job Purpose

To own and drive the optimisation, stability and continuous enhancement of the existing Greenbacks Travel proposition. This role is accountable for ensuring a seamless end-to-end travel experience by actively managing platform performance, resolving issues, and orchestrating delivery across internal teams and external travel partners. A key focus of the role is to act as the central integration point between travel partners, internal servicing teams, and technology teams, ensuring consistent delivery, issue resolution, and a high-quality customer experience.

Job Responsibilities

Proposition Stability & Optimisation

• Own the day-to-day performance and operational health of the Greenbacks Travel platform.
• Continuously identify and resolve issues impacting customer experience, bookings and servicing.
• Drive improvements to reliability, usability and conversion across the travel journey.

Issue Resolution & Execution

• Take accountability for diagnosing and resolving end-to-end issues across systems, partners and servicing channels.
• Manage and prioritise a backlog of defects, enhancements and operational fixes.
• Work closely with technology teams to resolve integration failures, bugs and performance issues.
• Ensure timely delivery and closure of issues using Agile or hybrid methodologies.

Partner & Vendor Management (Critical Focus Area)

• Own and manage relationships with external travel partners.
• Ensure partners deliver against agreed SLAs, service standards and customer experience expectations.
• Proactively engage partners to resolve booking issues, fulfilment gaps and service breakdowns.
• Drive performance reviews, operational cadences and continuous improvement with partners.

Internal Servicing Alignment (Call Centre & Ops)

• Act as the key interface between the travel proposition and the Nedbank call centre and servicing teams.
• Ensure call centre teams are enabled with the right tools, processes and knowledge to support clients effectively.
• Resolve escalations, recurring complaints and servicing inefficiencies.
• Align processes between digital journeys and assisted servicing to ensure consistency.

Customer Experience Management

• Monitor and optimise the end-to-end customer journey (search, booking, payment, fulfilment, servicing).
• Identify friction points and implement solutions to enhance the customer experience.
• Ensure delivery meets premium/private client expectations.

Technology & Integration Oversight

• Oversee performance of integrations between booking platforms, partner systems and loyalty frameworks.
• Collaborate with engineering teams to ensure stability and scalability of the platform.
• Support testing, releases and continuous improvements.

Performance Tracking & Insights

• Monitor KPIs such as booking success rates, drop-offs, complaints, SLA adherence and partner performance.
• Use insights to drive prioritisation of fixes and enhancements.
• Maintain dashboards and reporting for stakeholders.

Governance, Risk & Compliance

• Ensure all regulatory, operational risk and compliance requirements are met.
• Manage risks, dependencies and escalations effectively.
• Maintain governance structures and reporting.

Commercial & Value Delivery

• Ensure the travel proposition delivers against business case and commercial objectives.
• Identify opportunities to improve adoption, engagement and revenue contribution.
• Support initiatives that enhance value for both clients and the bank.

Essential Qualifications - NQF Level

Preferred Qualification

• Bachelor’s degree in Business, Commerce, Technology or related field.

Preferred Certifications

• Agile / Scrum / Product Management certifications advantageous.

Minimum Experience Level

• 5–7 years’ experience in product management, project delivery or platform ownership roles.
• Experience working with third-party vendors, travel providers, or service aggregators.
• Strong experience managing live platforms and resolving operational and technical issues.
• Exposure to call centre, servicing or customer support environments is highly advantageous.

Key Competencies

• Strong execution and ownership mindset
• Vendor and partner management
• Cross-functional stakeholder alignment
• Customer experience optimisation
• Problem solving and root cause analysis
• Technology and integration understanding

Technical / Professional Knowledge

Behavioural Competencies