Product Manager, User Servicing - Digital Bank

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

• We build and manage Customer Service products for three digital banks: SeaBank Indonesia, MariBank Singapore, and MariBank Philippines.
• We shape the Customer Service experience across multiple touchpoints, including calls, live chat, email, webforms, chatbots, and Help Centre, across both mobile apps and websites.
• We are building a leading Customer Service platform by leveraging AI to enhance operational efficiency and deliver better customer experiences.

• As the product owner, drive the end-to-end product life cycle of customer service systems, such as help centre, live chat, chatbot and customer service portal, from ideation, design, technical development, testing and roll out, to post-launch improvements and iterations
• Design and develop an effective customer service journey to improve customer experience and operations efficiency, and deliver products that are in alignment with business goals and objectives
• Assist business team in implementing an efficient operation process, ensure the product fulfills all compliance and regulatory requirements
• Work closely with external vendors and stakeholders for project implementation and resolution of live issues
• Effectively manage stakeholder expectations and project timeline, create project plans, track and monitor progress and manage project risks

• Bachelor’s degree or higher in Computer Science, Engineering, Business or other related fields.
• Strong product design, problem solving and analytical skills
• Strong communication and stakeholder management skills
• Self-driven, positive attitude and team player
• Comfortable with changes and working in a dynamic environment