Product Owner, Issuance Squad

I. Job Responsibilities

• Own the issuance backlog from application submission, document check, fee confirmation, approval, production and delivery handoff.
• Reimagine issuance journeys to reduce manual work, duplicate case creation, branch rework and card center rejection.
• Translate customer, branch, card center, operations, risk and technology pain points into prioritized user stories and sprint outcomes.
• Define issuance SOP, pre-submission checklist, data validation rules, fee proof standard, rejection codes and resubmission logic.
• Coordinate requirements across Branch, Card Center, Operations, Technology, Risk, Compliance, CRM, core banking and card management system.
• Prioritize fixes that improve approval rate, rejection rate, resubmission rate, issuance TAT, STP rate and customer contactability.
• Work with acquisition squad to improve application quality and activation squad to ensure timely card delivery handoff.
• Monitor post-release performance using rejection reasons, exception backlog, branch feedback, complaints and KPI movement.

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II. Measurement Indicators

• Issuance quality: approval rate, rejection rate, resubmission rate and duplicate case rate
• Issuance speed: application to approval TAT, approval to production TAT and production to delivery handoff TAT
• Operations quality: STP rate, manual touch rate, card center backlog, exception aging and case reopen rate
• Data and control: incorrect customer data rate, missing document rate, fee proof error rate and audit issue closure
• Customer experience: customer NPS for issuance journey, customer effort score, issuance complaint rate, contactability rate, renewal rejection complaints
• PBT contribution: controllable opex, rework cost, risk cost, cost-to-serve, and benefit realization from approval rate and TAT improvement

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III. Key Qualifications and Experience

1. Education

• Minimum: Bachelor's Degree in Banking, Finance, Business Administration, Operations Management, Information Systems or a related field
• Preferred: Master's Degree or MBA; Product Owner, Lean Six Sigma, process improvement or cards and payments certification preferred

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2. Experience

• 5–10 years in digital operations, payments, product delivery, process improvement or transformation
• 3 or more years in Vietnam financial services, working across branch network, operations, risk, compliance, technology and vendors
• Experience delivering application processing, document checking, approval workflow, exception handling, service recovery or operational quality improvement
• Card issuance experience is preferred
• Led squad or working team of 5 to 8 FTEs

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3. Skillsets

• Strong understanding of card issuance journeys across new issuance, reissuance, renewal, card production, delivery handoff and exception handling
• Good knowledge of onboarding, KYC, document checking, fee confirmation, approval rules, customer data quality and branch operating requirements
• Working knowledge of card management system, core banking, CRM, workflow, data mart and branch channel processes
• Strong ability to diagnose issuance funnel breakpoints using approval, rejection, resubmission, TAT, STP, backlog and complaint data
• Solid control mindset across fraud, AML, sanctions, audit trail, data quality, operational risk and exception governance
• Strong squad delivery skills in backlog prioritization, sprint planning, stakeholder alignment, vendor coordination and benefit tracking

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4. Attributes

• Strategic mindset: balance secure, reliable and scalable execution with speed and efficiency
• Customer focus: understand customer needs and pain points to design simple, reliable and low-friction payment execution journeys
• Stakeholder balance: build trusted relationships across Product, Risk, Compliance, Technology, Operations, Channels, partners and regulators to align decisions and resolve trade-offs
• Drive results: translate priorities into OKRs, timely delivery, commercial impact and stronger controls
• Collaborate: collaborate across functions to remove handoff friction, improve straight-through processing and strengthen service reliability

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If you receive any suspicious communication claiming to be from Manpower, please report it immediately to: [email protected]

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