Job Description

: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