Manager - Personal Financial Services (Product & Portfolio Management - Mortgage)

If you are looking to excel and make a difference, take a closer look at us

1. Product Innovation & Digital Transformation

• Revenue Growth: Spearhead the development of income-generating products and value-added services aligned with the Bank's long-term business objectives.

• AI Integration: Architect AI and digital self-service solutions to provide 24/7 customer support, enhancing engagement and reducing operational friction.

• Strategic Roadmapping: Translate business goals into actionable product features that improve market competitiveness.

2. Portfolio Management & System Optimization

• Data-Driven Analysis: Conduct in-depth portfolio analysis to identify trends, performance gaps, and opportunities for system-led improvements.

• UX Enhancement: Formulate and document system requirements aimed at optimizing the customer journey and streamlining internal handling processes.

• Technical Execution: Lead the end-to-end implementation of system updates, including coordinating User Acceptance Testing (UAT) and post-launch health checks to ensure zero-defect deployments.

3. Retention & Anti-Attrition Strategy

• Churn Mitigation: Manage the Bank's anti-attrition framework, specifically overseeing Mortgage Loan retention initiatives.

• Financial Decision Making: Partner with the Mortgage Loan Retention Unit to evaluate and approve interest rate reductions, product conversions and fee waivers (Early Termination Fees) while balancing customer loyalty against yield erosion.

• Yield Optimization: Develop data-backed strategies to minimize loan repricing impact and protect the Bank's net interest margin.

4. Customer Advocacy & Quality Assurance

• Conflict Resolution: Collaborate with the Customer Advocacy Department and front-line units to resolve complex customer complaints with speed and empathy.

• Proactive Prevention: Design and implement tools, training programs, and processes to minimize recurring queries and prevent complaint escalation.

• Governance: Ensure all products, processes, and customer dealings strictly adhere to internal policies and external regulatory requirements.

Job requirement

• Experience in data analysis and data management

• Experience in system enhancements, UAT & health checks

• Experience in handling of customer requests, complaints investigation and resolutions