Job Description

Our client, a major financial institution, is actively looking for a Product Operations Analyst to join their team in NYC! This is a hybrid position so applicants must be local and willing to commute onsite in NYC!

** This begins as a 6 month contract with an opportunity to extend or convert at any time **

We are looking for a Product Operations Analyst to manage operations and drive risk mitigation strategies for Digital Wallet products available to customers. The person taking this role will be responsible for crafting and executing a robust operations and risk mitigation strategy, ensuring quality and reliability for processes and platforms, and enabling the teams ongoing development of new Wallet features & capabilities.

This Product Ops Analyst will be required to manage product compliance, investigate customer complaints, monitor alerts and enhance alerting capabilities, support audit requests (both internal and external), own issue resolution and event closure, document critical procedures and share best practices across product portfolios, work cross-functionally with Product Managers, Product Enablement, Production Support, and Control Management Governance teams.

Primary responsibilities:

• Manage critical workflows that are core for the products success, ensuring key processes are executed in a compliant and high-quality fashion
• Collaborate with Servicing, Compliance, and Control Management Governance stakeholders, to clarify requirements and implement the most effective risk mitigation strategies
• Partner with engineers to ensure platform health, identifying potential issues and resolving bugs in a robust manner
• Monitor customer feedback across a variety of channels, becoming an expert in customers pain points and problems, and working to provide a satisfactory resolution to all issues.
• Be responsible for the products suite of alerts and platform health reporting, assessing the effectiveness and comprehensiveness of existing solutions, and implementing new capabilities where necessary.
• Document and organize all critical knowledge required to manage a rapidly evolving product, empowering seamless knowledge transfer across the team.
• Proactively identify opportunities to improve control management practices and mitigate operational risk
• Become a subject matter expert on the relevant regulatory requirements to enable the team to build enhanced controls for ensuring adherence.
• Maintain pulse on external trends and marketplace dynamics impacting the payments and banking industry, to inform continuous product evolution.

Qualifications:

• 1 - 4 years of relevant experience in product operations, project management, or similar role
• Strong organizational and communication skills; tremendous attention to detail
• Strong analytics skills; able to gather and analyze data to inform decisions
• Enthusiasm for exceptional products and services, deep customer empathy, keen product intuition, and skilled at articulation of product functionality
• Ability to develop strong working relationships with internal stakeholders and influence others
• Understanding of tech and product development processes, known as a business person who can talk tech.

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