Having this role in OTP from 2020 allowed me to be part of the first digital team that launched the Online Onboarding and Loan Origination for Individuals. This was the first step that the bank made in order to acquire customers directly from online without interacting with the branches. A part of my responsibilities:- define and articulate a clear product vision and strategy for the online onboarding and credit application platforms, aligning with the bank’s broader digital transformation goals.- collaborate with UX designers to ensure the applications are user-friendly, intuitive, and accessible across various devices and platforms.- gather and analyze feedback from customers and internal stakeholders to continuously improve the user experience.- manage product sprints, ensuring that development is on track and aligned with the product roadmap.- ensure effective communication and collaboration among all stakeholders to deliver high-quality products on time and within budget.- ensure that both platforms comply with relevant banking regulations, data protection laws, and industry standards.- collaborate with legal and compliance teams to ensure that all aspects of the onboarding and credit application processes are legally sound and secure.

As a Product Manager responsible for the Internet Banking and Mobile Banking applications in a bank, my role involved overseeing the development, management, and enhancement of these digital banking platforms. My job included the following key responsibilities:- develop and communicate a clear product vision and strategy for both Internet Banking and Mobile Banking applications, aligning with the bank’s overall digital transformation goals.- define the product roadmap, prioritizing features and enhancements based on customer needs, market trends, and business objectives.- oversee the entire product lifecycle, from ideation and development to launch and post-launch support.- work with the customer service team to resolve issues related to the Internet Banking and Mobile Banking applications.- monitor key performance indicators (KPIs) for both applications, such as user adoption rates, transaction success rates, and app store ratings.

Having this role of Internet Banking Migration Product Manager allowed me to oversee the migration of the internet banking services between OTP Bank and Millennium Bank. My role involved managing the complex process of transitioning digital banking platforms, ensuring a seamless experience for customers, and minimizing disruption. A part of my responsibilities: - collaborate with senior management from both banks to align on the strategic goals, objectives, and scope of the migration project.- facilitate communication and collaboration between teams from both banks to ensure alignment and cooperation throughout the migration process.- oversee the migration of customer data, transaction histories, and other critical information from the legacy system to the new platform, ensuring data integrity and security.- work closely with IT teams to manage the integration of internet banking systems, ensuring compatibility, stability, and scalability of the new platform.- coordinate rigorous testing phases, including user acceptance testing (UAT), to identify and resolve any technical issues before the migration goes live.- develop a customer communication plan to inform users about the migration process, timelines, and any changes they can expect in their internet banking experience.- ensure that all aspects of the migration are completed, documented, and handed over to the relevant teams for ongoing management and support.

As a Product Manager at OTP Bank, my role involved supporting the development, management, and enhancement of the bank’s financial products and services, mainly the internet banking solution and mobile banking application. My responsibilities were as follows:- assist in the development and launch of new banking products, such as credit cards, loans, savings accounts, and digital banking services.- maintain detailed documentation for all product-related processes, including product specifications, launch plans, and performance metrics;- assist in developing and updating product management processes and procedures to improve efficiency and effectiveness;- assist in managing product-related projects, including timelines, resources, and deliverables;- prepare regular reports and presentations for management on product metrics, customer feedback, and competitive analysis.- monitor the performance of existing products, including customer adoption, usage rates, and profitability.- provide input on product enhancements, pricing strategies, and promotional campaigns to improve product performance.- conduct market research to identify customer needs, industry trends, and opportunities for new products or improvements to existing products

- develop a comprehensive audit plan for the bank’s branches, focusing on areas with the highest risk or potential for non-compliance.- conduct on-site and remote audits of branches to assess compliance with internal policies, regulatory requirements, and industry best practices.- verify that branches adhere to proper accounting procedures and that financial reports are accurate and complete.- assess the efficiency and effectiveness of branch operations, including customer service processes, loan processing, and account management.- prepare detailed audit reports that summarize findings, identify risks, and provide recommendations for improvement.- follow up on audit recommendations to ensure they are implemented effectively and within the agreed-upon timeframe.

My primary responsibility was to manage and resolve customer complaints effectively and efficiently while ensuring a high standard of customer service. My role involves the following key duties:- logging and tracking all incoming complaints, whether they are received via phone, email, in-person at the branch, or through online channels- ensure that all relevant details are accurately documented for each complaint.- conduct thorough investigations into complaints by gathering information from relevant departments, staff, and systems. - analyze the root cause of complaints to understand the issues and identify possible solutions.- provide clear, accurate, and timely responses to complainants ensuring that all resolutions comply with company policies, legal requirements, and industry regulations- prepare regular reports on complaint trends, outcomes, and areas for improvement.- provide feedback to management on areas where service can be improved based on the analysis of complaints.- suggest changes or enhancements to products, services, or processes based on customer feedback.In summary, my role as a Complaints Officer was to be a mediator between the customer and the organization, ensuring that complaints are handled fairly, promptly, and effectively while seeking opportunities to improve overall customer satisfaction.