Product Operations Lead at Pepkor Payments & Lending

Key Responsibilities: 

Vision, Goals and Measurement 

• Align product goals with business objectives and performance metrics
• Own and communicate product vision across teams and stakeholders
• Ensure customer-facing product components reflect agreed business outcomes

 Risk Mitigation 

• Identify and escalate risks early to prevent delivery disruption
• Propose mitigations and maintain operational stability across customer-facing flows
• Ensure adherence to agreed SLAs across operational workflows
• Implement corrective actions when SLA breaches occur, and escalate where necessary

BA & Ops Team Leadership 

• Lead and mentor BA and operations staff
• Ensure high-quality requirements and effective cross-functional handoff
• Triage and resolve operational escalations into the product area, especially those impacting customers
• Analyze recurring operational escalations and present actionable requirements or solutions to prevent recurrence
• Maintain clear documentation of escalation patterns and resolution strategies

Stakeholder Management 

• Collaborate across business, IT, and other product teams
• Build trust and facilitate decision-making with stakeholders
• Manage dependencies and ensure alignment across functions
• Communicate effectively across technical and non-technical audiences, ensuring clarity, alignment, and trust
• Deliver concise, actionable updates to stakeholders on SLA performance and operational risks

Qualifications and Experience

• Grade 12
• Relevant IT degree/diploma or Diploma / Degree in Business Administration or related. 
• Certified Product Owner (CPO) – Highly beneficial
• Minimum 5-years in product operations, delivery or product ownership 
• Experience in a software development team that is diligently applying Agile/ Scrum principles, practices, and theory is preferred