Job Description

Key Responsibilities

1. Product Strategy & Portfolio Management

• Define and execute the product strategy, roadmap, and value proposition for the debit card portfolio in line with the Bank’s retail banking and digital payments strategy.
• Drive growth in card acquisition, activation, and usage, including contactless and e-commerce transactions.
• Identify opportunities for product enhancements, new features, and partnerships to improve competitiveness and customer value proposition.
• Monitor market trends, competitor offerings, and industry developments to ensure the product remains relevant and competitive.

2. Performance Management & Analytics

• Own and track key performance indicators (KPIs), including active card base, transaction volumes, spend per card, card penetration, and product profitability (P&L).
• Conduct regular performance reviews and data analysis to identify growth opportunities and address performance gaps.
• Develop business cases and evaluate return on investment (ROI) for campaigns, partnerships, and product initiatives.

3. Customer Experience & Digital Enablement

• Enhance end-to-end customer journey, from onboarding and card issuance to usage and servicing.
• Collaborate with Digital Banking & CASA Acquisition teams to improve mobile app integration, card controls, and self-service capabilities.
• Support enablement of digital payment solutions such as tokenization and mobile wallets (e.g., Apple Pay, Google Pay where applicable).
• Drive customer-centric initiatives to improve engagement, satisfaction, and retention.

4. Stakeholder & Partner Management

• Act as the central coordination point across internal stakeholders, including IT, Operations, Marketing, Risk, and Compliance.
• Manage relationships with external partners, including card schemes such as Visa Inc., and third-party vendors.
• Ensure timely and effective delivery of product launches, system enhancements, and issue resolution.

5. Operations & Card Inventory Management

• Oversee end-to-end card stock management, including procurement, personalization, and distribution.
• Maintain optimal inventory levels using “just-in-time” and buffer stock strategies to prevent shortages or excess stock.
• Standardize and streamline stock requisition processes across all branches and central warehouses.
• Implement automated tracking and reporting tools to provide real-time visibility of inventory levels.
• Monitor vendor performance to ensure adherence to service level agreements (SLAs), quality standards, and cost efficiency.

6. Risk, Compliance & Governance

• Ensure all product features, processes, and campaigns comply with regulatory requirements and internal policies, including guidelines issued by Bank Negara Malaysia.
• Work closely with Risk and Fraud teams to strengthen transaction monitoring, fraud prevention, and dispute handling processes.
• Maintain proper documentation, controls, and audit readiness for all product-related activities.