Senior Product Manager Activation and Fulfillment

4 weeks ago

Karachi, Sindh, Pakistan Mashreq Bank Pakistan Limited Full time
Senior Product Manager Activation and Fulfillment (Mashreq Digital Bank Pakistan)

The Senior Product Manager for Activation and Fulfillment plays a critical role in ensuring seamless account activation, fulfillment, and funding processes. This involves owning and managing the downstream onboarding journey while driving operational efficiency and enhancing customer experience. This role requires strong collaboration with stakeholders, a data-driven approach, and a focus on delivering measurable business outcomes.

Key Objectives
  • Define and implement the product strategy and roadmap for activation and fulfillment services.
  • Conduct thorough market research to identify trends, opportunities, and gaps in the activation and fulfillment space.
  • Partner with stakeholders, including Compliance and Operations, to reduce backlogs, improve TAT, and ensure alignment with organizational goals.
  • Enhance customer experience by optimizing workflows and communications.
  • Monitor performance metrics and continuously improve processes to deliver measurable results.
Key Result Areas
  • Own the end-to-end downstream onboarding journey including account fulfillment, activation and funding.
  • Partner with stakeholders including operations, compliance etc. to drive operational efficiencies, reducing activation TAT and address backlogs.
  • Drive customer communications with omni-channel approach to improve customer engagement and resolve dependencies (e.g. pending documents or information).
  • Track and analyze activation rates, STP%, and other critical KPIs to identify areas for improvement.
  • Monitor and improve account fulfillment rate by implementing process improvements to ensure timely and successful account creation.
  • Track and drive initial funding rate post-activation by analyzing customer behavior and deploying targeted nudges to increase conversion.
  • Influence senior management and major stakeholders for buy-in and support on key initiatives.
  • Work collaboratively with cross-functional teams to optimize customer journeys and ensure successful execution of strategic initiatives.
Qualifications
  • Degree in Marketing or related field with 4-5 years of relevant experience.
  • Extensive experience in the banking/financial industry, focusing on digital acquisition, strategy, design, and implementation.
  • Strong leadership skills with a data-driven approach to decision-making.
  • Proven ability to engage with senior management and cross-functional teams effectively.

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