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The Channel Manager leads the planning, operational execution, and continuous optimization of mobile wallet channels. This role owns the end-to-end user journey—leading product enhancements and new feature delivery, authoring detailed Business Requirement Documents (BRDs), streamlining operational reporting, and orchestrating cross-functional teams to drive active user adoption (DAU/MAU), transaction volume, and superior customer experience.

Product Enhancement & Customer Experience

• Product Performance & Enhancement: Review existing products and features, analyze usage patterns, and identify opportunities for continuous improvement and increased feature adoption.
• Customer Journey & UI/UX Optimization: Evaluate end-to-end customer journeys, including registration, login, authentication, cash-in, fund transfer, and payments. Identify customer friction and recommend improvements to simplify processes and enhance usability.
• New Feature Development: Identify new product and service opportunities, prepare BRDs, business requirements, and process flows, and coordinate with relevant teams throughout development, UAT, and launch.
• Customer Insights & Competitor Analysis: Analyze customer feedback, behavior, and product usage. Benchmark competitor features and digital experiences to identify market trends and product improvement opportunities.
• Post-Launch Performance Review: Monitor feature adoption, customer feedback, and product performance to evaluate enhancement effectiveness and recommend further improvement

Customer Adoption & Channel Growth

• Develop initiatives to improve customer activation, retention, re-engagement, and regular wallet usage.
• Identify opportunities to increase DAU/MAU, transaction frequency, and feature utilization through customer behavior insights.
• Support promotional campaigns, feature awareness, and customer engagement activities to drive channel adoption.

Performance Monitoring & Stakeholder Coordination

• Monitor key channel performance indicators, including active users, transaction volume, feature utilization, and transaction success rates.
• Prepare product performance reports, enhancement updates, and management recommendations.
• Coordinate with Product, Technology, UX/UI, Operations, Marketing, and other stakeholders to drive product improvements and resolve customer-impacting issues.
• Maintain product documentation, BRDs, enhancement trackers, and relevant SOPs.

• Bachelor's Degree in Business Administration, Data Analytics, Engineering, Marketing, or related fielTechnical & Data Skills
• 3 to 5 years of relevant experience in banking, fintech, digital banking, mobile wallet, product management, or channel management.
• Product Knowledge: Understanding of mobile wallets, digital banking, payment features, and customer journeys.
• Business Requirements: Able to prepare BRDs, process flows, and feature requirements.
• Data Analysis: Able to analyze customer behavior, transaction data, product performance, and KPIs.
• Data Tools: Good Excel skills; working knowledge of SQL and data visualization tools.
• Customer Lifecycle: Understanding of onboarding, activation, engagement, retention, and reactivation.