Case and Workflow Product Manager

Requirements of the role

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA.

Across the FCA, we use Salesforce as our core regulatory case management platform. It sits at the heart of many of our critical regulatory workflows, with c.2500 users of the platform, and c.450,000 cases being managed a year.

The Controls, Capabilities and Frameworks (CCF) Directorate drives excellence within the operational frameworks of Supervision, Policy and Competition (SPC), the FCA’s largest front-line Division. We act as the single point of contact for central FCA functions, and work across SPC’s 12 Directorates, and more than 1500 colleagues, to deliver consistent, compliant, and efficient ways of working.

We’re looking for a talented business product manager to join the Business Directed Change (BDC) department in CCF. The department leads strategic projects that accelerate the FCA’s ambition to become a more data-led and outcomes-focused regulator, supports business-led product ownership for technology enabled transformation, and provides Salesforce service and support to all FCA users.

Successful candidates will be responsible for transforming and continuously improving our regulatory case management workflows. They will be a strong leader, with a background in product management. They will have experience of working with Salesforce, demonstrate excellent stakeholder management and communication skills, and have a track record in delivering user-centred innovative solutions to business problems.

The role will report to the Head of Business Directed Change in SPC, and work closely with our Data, Technology and Innovation (DTI), and SPC frameworks teams. It is to be the first business-led Case Management Product Manager role and is key to ensuring our Regulatory Case Management Service evolves in a strategic way, that it is fit for purpose and meets business needs.

What will you be doing?

• Lead the case and workflow Product team – inspire, develop, and manage the team, ensuring they have the skills and support to excel; be a role model and leader
• Own our Supervision case management product – drive continuous improvement in line with business needs and a user-centred design ethos, prioritise change delivery to drive best value, drive delivery and adoption
• Provide SME input into portfolio level change programmes/projects that impact case management through governance forums, requirements gathering, design and implementation – use data to make evidence-based design choices, ensure changes align with frameworks/ guidance and drive greater efficiency, effectiveness and compliance
• Support development of the case management strategy and roadmap – engage a range of internal stakeholders to understand the priorities for our regulatory case management service and how it supports delivery of the wider FCA Strategy, build and maintain strong relationships with business stakeholders to ensure that service delivery meets expectations
• Support the set-up of a new Regulatory Case Management Service (RCMS) and embedding of a new business-led product ownership model – including set-up of the case and workflow product team, establishing new ways of working, building artifacts to facilitate effective governance, product management, and measurement of value, adoption and compliance
• Share/collaborate with colleagues across the organisation to build a broader understanding of product management concepts and best practice – provide coaching and support as required, support the set-up of a case management community of practice, champion innovation and best practice

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