Platform Lead

I. Job Responsibilities

1. Design

• Set platform vision, OKRs and quarterly priorities across acquisition, issuance, activation, usage and cross selling squads
• Lead end-to-end funnel diagnosis from lead source to issuance, activation, first transaction, repeat usage and offer conversion
• Prioritize squad work based on impact, feasibility, customer pain points, risk and delivery dependency

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2. Build

• Translate bank strategy into platform backlog, sprint outcomes, funding needs and delivery commitments
• Own platform roadmap across acquisition, issuance, activation, usage and cross sell journeys
• Embed fraud, AML, sanctions, disputes, chargeback, merchant due diligence and operational controls into SOP and system design
• Build vendor and ecosystem partnerships with clear performance, control, SLA and escalation ownership

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3. Execute

• Align product, risk, operations, technology, branch, call center, marketing and finance around one delivery agenda
• Manage scheme and network coordination with Visa, Mastercard, JCB, NAPAS, vendors, processors and merchant partners
• Drive card portfolio growth, POS merchant scale, transaction reliability, payment success rate and fee income improvement
• Coach product owners and squad members on agile routines, backlog discipline, test and learn and data-based decision making
• Remove cross-squad blockers across policy, SOP, system configuration, branch execution, data availability and vendor delivery

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II. Measurement Indicators

• Performance metrics: cards and payments PBT, revenue/margin, interchange/MDR yield, active customers, spend volume, active merchants, authorization rate and cost-to-income
• Risk and control metrics: fraud loss, NPL/delinquency, collections cure, AML/sanctions alert quality, audit closure and scheme/policy compliance
• Customer and merchant experience metrics: NPS, onboarding TAT, dispute TAT, complaints/contact rate, settlement timeliness, availability and incident recovery time
• Transformation metrics: OKR delivery, roadmap milestones, digital usage, STP rate, legacy process decommissioning and vendor SLA achievement

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III. Key Qualifications and Experience

1. Education

• Minimum: Bachelor's Degree in Banking, Finance, Business Administration, Economics, Technology Management or a related field
• Preferred: Master's Degree or MBA in Business, Finance, Digital Transformation or Technology Management; cards and payments, risk, agile product leadership or scheme-related certifications preferred

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2. Experience

• 10–15+ years in cards and payments strategy, product or transformation spanning issuing, acquiring, debit, credit, prepaid, wallet and merchant acquisition
• Over 5 years in retail banking or financial services in Vietnam, collaborating with risk, compliance, operations and technology teams to lead complex change across schemes, networks, vendors and platforms
• Managed relevant business, for example retail bank or payment, with annual revenue of VND ~4,000 Bn
• Led a team of 80–100+ FTEs

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3. Skillsets

• Deep knowledge of cards and payments business models, including issuing, acquiring, interchange, MDR, fee income and cost to serve
• Strong understanding of end-to-end customer and merchant journeys across acquisition, issuance, activation, usage and cross selling
• Ability to diagnose funnel breakpoints using approval rate, activation rate, transaction success, active usage, dispute TAT and complaint data
• Strong scheme and network knowledge across NAPAS, Visa, Mastercard, JCB, certification, settlement, dispute and chargeback flows
• Solid grasp of risk and control requirements, including fraud, AML, sanctions, merchant due diligence, operational risk and audit readiness
• Ability to translate business pain points into roadmap, backlog, SOP, control checklist, dashboard and technology requirements
• Strong execution skills in squad governance, sprint discipline, stakeholder alignment, vendor management and benefit tracking

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4. Attributes

• Strategic mindset: balance near-term delivery and long-term growth to improve market share, customer penetration and profitability
• Customer focus: understand customer needs and pain points to guide the design of simple, relevant and personalized journeys
• Stakeholder balance: build trusted relationships across Product, Risk, Segment/Marketing, Compliance, Technology, Operations, Channels, partners and regulators to align decisions and resolve trade-off
• Drive results: translate priorities into OKRs, timely delivery, commercial impact and stronger controls
• Collaborate: collaborate across functions to unlock cross-sell, deepen relationships and connect the retail and business ecosystem

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