FinChoice - Weaver Fintech Group

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands — Pay Just Now and FinChoice — empower millions of South Africans through innovative Payments, Lending, and Insurance solutions. We’re a data first organisation built on collaboration innovation, and purpose: to make digital finance simpler, more inclusive, and more human. 

Role Overview

FinChoice is building scalable, customer-centric financial products at pace. As we grow, our Contact Centre and Operational platforms are critical to delivering great customer outcomes while maintaining efficiency, compliance, and speed.

We’re looking for a Product Manager to own and drive the roadmap for Contact Centre & Operational Automation. This role focuses on improving how customers are supported, how agents operate, and how operational work is automated across the business.

You’ll lead product strategy and delivery for agent tooling, CRM and workflow platforms, case management, automation, and self-service enablement — with a strong bias toward measurable impact: reduced effort, faster resolution, and lower cost-to-serve.

This role works closely with Engineering, Contact Centre leadership, Operations, Data, Risk, and Compliance.

What You’ll Be Responsible For

Product Strategy & Roadmap

• Own the product vision and roadmap for Contact Centre and Operational Automation at FinChoice.
• Define clear product outcomes aligned to business goals such as customer experience, efficiency, scale, and regulatory compliance.
• Identify and prioritise opportunities across agent tooling, workflows, automation, and self-service.
• Balance tactical improvements with longer-term platform and capability investments.

Discovery & Problem Definition

• Build a deep understanding of customer contact drivers, operational workflows, and agent pain points.
• Spend time with frontline teams to observe real workflows and constraints.
• Use data and insights to identify root causes of repeat contact, rework, delays, and escalations.
• Frame problems clearly and validate solutions before committing to build.

Delivery & Execution

• Lead cross-functional delivery squads from problem definition through to launch and optimisation.
• Produce high-quality product briefs, PRDs, and outcome-focused backlogs.
• Partner closely with Engineering to design scalable, secure, and maintainable solutions.
• Manage dependencies across platforms, vendors, and internal teams.

Stakeholder Collaboration

• Act as the primary product partner for Contact Centre, Operations, and Support leadership.
• Communicate trade-offs, progress, and impact clearly to senior stakeholders.
• Align multiple teams around shared outcomes in a complex operating environment.
• Build trust by delivering improvements that materially help teams do their jobs better.

Measurement & Continuous Improvement

• Define and track success metrics such as:
• Contact rate and deflection
• Average handling time (AHT)
• First contact resolution (FCR)
• SLA performance
• Automation and straight-through processing rates
• Use data to evaluate outcomes post-launch and iterate continuously.
• Champion continuous improvement and pragmatic experimentation.

First 90 Days – What Success Looks Like

First 30 Days: Understand & Connect

• Build strong relationships with Contact Centre, Operations, Engineering, Data, and Risk stakeholders.
• Get hands-on with existing tools, workflows, and customer journeys.
• Spend time listening to agents and operational teams to understand real-world pain points.
• Review current roadmap, in-flight initiatives, and known constraints.
• Develop a clear view of key metrics and baseline performance.

Days 31–60: Shape & Prioritise

• Clearly articulate the problem space and opportunity areas.
• Validate and refine the roadmap with stakeholders based on impact and feasibility.
• Define measurable outcomes and success metrics for priority initiatives.
• Identify quick wins and longer-term platform opportunities.
• Align delivery teams around a shared plan and priorities.

Days 61–90: Deliver & Lead

• Drive delivery of at least one meaningful improvement or automation into production.
• Demonstrate early impact through data and frontline feedback.
• Establish a strong operating rhythm with Engineering and stakeholders.
• Clearly communicate progress, learnings, and next priorities.
• Be recognised as the go-to product owner for Contact Centre & Operational Automation.

What We’re Looking For

Experience

• 5+ years’ experience as a Product Manager in complex, high-volume environments.
• Proven track record owning and delivering outcomes in operational or platform product areas.
• Experience with contact centre systems, CRM platforms, workflow tools, or automation technologies.
• Comfortable working in regulated or risk-aware environments (fintech experience is a strong advantage).

Skills & Strengths

• Strong problem-solver who can turn operational complexity into clear product direction.
• Excellent prioritisation skills with a focus on business and customer outcomes.
• Data-driven decision-maker who understands operational metrics.
• Confident communicator who can engage frontline teams and senior leaders alike.
• Able to influence without authority and navigate competing priorities.

Mindset

• Customer-obsessed, with empathy for both customers and internal users.
• Pragmatic and delivery-focused — you know when progress beats perfection.
• Curious about automation, AI, and how technology can meaningfully reduce manual work.
• Comfortable operating in fast-moving, evolving environments.

Why This Role at FinChoice

This role sits at the heart of how FinChoice delivers for customers at scale. The right person will directly improve customer experience, reduce operational friction, and unlock efficiency through automation — making a tangible impact across the business.