Fintel Connect

Product Manager

• Lead the product team, including line management, one-to-ones, performance reviews and development plans
• Define success metrics for the product function and each role
• Set standards for discovery, requirements, specification, acceptance criteria, documentation and handover to engineering and QA
• Coach the team and raise technical and product knowledge
• Own team structure, hiring and onboarding
• Allocate people across products and initiatives and manage workload and coverage
• Own intake and evaluation of new initiatives for the Product Roadmap Committee
• Prepare analysis covering commercial opportunity, operational efficiency, customer need, technical health and capacity impact
• Present options, evidence and trade-offs to the committee
• Maintain the Leadership Roadmap as the single source of truth
• Track agreed priorities and timelines, flagging slippage, risk and capacity pressure
• Run discovery, roadmap planning, release planning and post-launch reviews with engineering and QA
• Balance feature work with platform stability, release readiness, technical debt, security and compliance
• Coordinate feature rollout and adoption with marketing, client services and engineering
• Serve as the point of entry for product requests across the business
• Represent product in leadership, client and prospect conversations

Head of Product

Client Services Representative

• Lead a group of Client Services Managers and Account Managers
• Hold significant client relationships directly
• Set consistent client review standards across pods
• Own senior client relationships, including strategy, target performance and renewal
• Assess managers' strengths and development gaps and create development plans
• Identify and support employees ready for advancement
• Improve onboarding, client health monitoring and reporting
• Coach managers through client calls and one-on-ones
• Review reporting and provide feedback
• Set goals and OKRs for each pod
• Conduct quarterly performance conversations
• Manage group capacity, absence coverage and account reallocation
• Own hiring and onboarding as the group grows
• Build and deliver program strategies against client goals and revenue targets
• Manage senior relationships through difficult situations
• Handle escalations involving tracking failures, missed targets or quiet relationships
• Identify churn risks and expansion opportunities
• Maintain project management system visibility
• Triage tracking and integration issues and escalate to product or engineering when needed
• Report accurately and on time and explain performance drivers
• Relay information between pods and Client Services leadership
• Collaborate with sales, marketing, product and engineering

Senior Client Services Manager

• Lead a pod of Account Coordinators and Account Managers
• Directly manage at least one larger client account
• Establish consistent client review standards across the pod
• Own client strategy, performance against targets and renewals
• Assess team members' strengths and development gaps and create development plans
• Improve onboarding, client health monitoring and reporting
• Enhance client and publisher experience through actionable insights and recommendations
• Lead troubleshooting for tracking and technical implementation issues
• Run one-on-ones, set goals and conduct quarterly performance conversations
• Coach team members through client calls and reporting reviews
• Manage pod workload, absence coverage and client escalation reallocations
• Own hiring and onboarding for the pod
• Build and deliver program strategies against client goals and revenue targets
• Handle tracking failures, missed targets and relationship escalations
• Identify churn risks and expansion opportunities
• Maintain pod visibility in the project management system
• Triage tracking and integration issues and escalate to product or engineering when needed
• Report pod performance accurately and explain performance drivers
• Collaborate with sales, marketing, product and engineering on client needs