Job Description

:As the Retail Banking Product Operation Manager, you will be responsible for driving and nurturing an environment of operational excellence and continuous process improvement. Owns execution of operational processes, measures and analyzes process performance, monitors and strengthens controls to reduce risk. Make recommendations on improvements and processes in partnership with process owners and other relevant stakeholders. Assisting the Product team in driving the strategy, managing day to day operational performance and reducing variability.General Responsibilities:Product Operation Management

• Collaborate with internal stakeholders in marketing, legal & compliance, risk and operations to identify key pain points, opportunities in product development as well as coordinate planning to launch products and campaigns to market.
• Serve as the primary point of contact for operationalizing and maintaining retail banking products.
• Ensure compliance with regulatory requirements and industry standards throughout the product lifecycle including product onboarding, documentation maintenance, and training.
• Analyze and address data from various sources to drive operational excellence and risk mitigation.
• Maintain product T&Cs, documentations, processes and operations to ensure compliance to all policies and BNM requirements.
• Drives a culture of identify, escalate and debate, including expediting the handling of escalations in the areas of fraud, scam prevention and client dissatisfaction.
• To manage end-to-end process from ideation to completion i.e. assessment and viability, system requirements and UAT testing involvement, supporting distribution channels, post product launch monitoring, reporting and analysis.
• Monitor and report product performance (both financial and non-financial) and conduct regular reviews to identify areas for optimization and improvement.
• Proactively troubleshooting and resolving issues related based on their severity, impact on users, and potential business impact to ensure customer satisfaction.

• Oversight of multiple processes with efficient, effective and timely delivery.
• Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership.
• Drive process improvement as part of re-engineering efforts across retail product, defining current state, identifying gaps/opportunities and mapping solutions.
• Implement process efficiency and well managed improvements through collaboration with team members, partners and stakeholders.
• Define, establish, and manage process controls in partnership with Risk
• Partner with team members, other LOB\'s, and key stakeholders to drive execution around written policies, procedures and process documentation.
• Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identifying/involving the right stakeholders to correct breakdowns.

• Bachelor\'s degree in business, finance, marketing, or related field; MBA or equivalent preferred.
• Excellent project management skills with the ability to drive cross-functional collaboration.
• Analytical mindset with proficiency in data analysis and decision-making.
• Effective communication and stakeholder management skills.
• Results-oriented approach with a focus on achieving business objectives.
• Very comfortable with processes and working with multiple stakeholders.
• Strong attention to detail.
• Ability to drive effectively discussions/negotiations with different stakeholders.
• Previous working experience as a Product Operations Manager or Product Manager, or in a similar role.
• Data-driven and having the ability to extract insights from raw data. Basic understanding of data investigation and presentation.
• Experience with risk mitigation, operational excellence and process management.

CIMB