Payment Product Lead

Job Purpose

The role is responsible for supporting the delivery, commercialization, and continuous enhancement of payment products and digital banking channels, with focus on improving client adoption, service experience, operational efficiency, and overall product performance. It supports client servicing, onboarding, product awareness, demonstrations, training, business analysis, stakeholder coordination, reporting, and implementation of enhancements to ensure that department products and Business Digital online platform related services meet client needs, business objectives, operational requirements, and regulatory expectations. The role also contributes to achieving department targets by increasing digital channel usage, supporting effective customer engagement, and ensuring timely coordination across internal and external stakeholders.

Key Responsibilities

Customer Servicing, Setup & Onboarding

• Receive and address client calls and emails related to online channel inquiries, setup support, product usage, and service issues, ensuring timely response and clear communication.
• Ensure regular client updates are communicated regarding their issues, requests, and pending matters until resolution.
• Assist clients in completing application forms and required documentation, including BAU document handling, archiving, and submission follow-up.
• Coordinate with support teams, Operations, IT, Customer Experience, Legal, vendors, and other departments to resolve client queries, complaints, setup issues, and escalations with minimal customer impact.
• Raise, monitor, and follow up on tickets related to client issues or system matters until proper closure.
• Maintain customer engagement logs, tickets, and follow-up records, and adhere to department processes and adopted tools to support effective customer experience.

Payment Product Management & Enhancements

• Support the development, enhancement, and continuous improvement of department products, digital channels, and related transaction banking services based on client needs, operational requirements, market trends, and regulatory changes.
• Gather and analyze client, market, operational, and stakeholder feedback to identify product gaps, service pain points, process improvements, and opportunities to increase digital usage and reduce manual processing.
• Assist in preparing product process documents, workflows, BRDs, business requirements, and functional inputs for new initiatives, enhancements, and process changes.
• Coordinate with internal and external product partners to design practical solutions, monitor delivery of agreed enhancements, and ensure continued relevance to changing client needs.

Business Analysis, Testing & Integration

• Work with cross-functional teams to gather, document, and validate business requirements for channel enhancements, integrations, and system changes.
• Prepare and review test cases, support UAT activities, analyze issues, suggest workarounds, and coordinate with IT, vendors, and relevant departments for defect resolution and production verification.
• Support onboarding and integration related to digital product and digital channel enhancements.

Product Commercialization & Client Adoption

• Initiate and support commercialization initiatives for digital banking channel in coordination with Coverage, Transaction Banking, Operations, and relevant stakeholders to identify target clients, promote product capabilities, and drive client adoption.
• Coordinate with Relationship Managers and Coverage teams for potential, strategic, government, and large corporate clients, including calls, client meetings, presentations, demonstrations, and regular follow-up from initial engagement through onboarding and usage.
• Support existing and new clients through training, handholding, clarification, application completion, onboarding follow-up, and assistance in using digital solutions smoothly during initial and ongoing usage.
• Work with Operations and internal teams to identify manual processing pain points, high-volume activities, and opportunities to increase digital throughput and convert paper or manual requests to online channels.
• Collaborate with internal and external product partners to design holistic client solutions based on client interactions, market trends, regulatory or internal requirements, and opportunities to enhance customer experience.
• Maintain customer engagement logs, commercialization-related process documents, training material, and follow-up records in line with bank policies, governance requirements, and agreed customer engagement plans.

MIS, Reporting & Performance Monitoring

• Prepare, maintain, and enhance MIS, dashboards, trackers, and reports to monitor platform usage, product performance, client activity, service volumes, and commercialization progress.
• Analyze channel, functional, and technical reports to identify trends, improvement areas, corrective actions, and opportunities for automation and better decision-making.
• Monitor progress against targets and agreed objectives, maintain required databases and trackers, and provide updates to management and stakeholders as required.

Stakeholder Management, Governance & Compliance

• Build and maintain effective relationships with clients, Coverage, Transaction Banking, Operations, IT, Customer Experience, Legal, vendors, and other internal and external stakeholders.
• Ensure onboarding, setup, documentation, BAU processing, commercialization, and product-related activities are performed in line with bank policies, approved procedures, AML, compliance, regulatory requirements, and governance expectations.
• Assess the impact of regulatory or internal changes on existing products and services, and coordinate with relevant departments to update processes, documents, and client requirements where needed.

Qualifications & Experience

• Bachelor’s degree in Finance, Accounting, Commerce, or in any other subject or equivalent is required.
• Master’s degree in Accounting, Finance, Economics or in any other subject is preferred.
• Minimum 3-4 years of experience in the bank in industry in a same or similar function.