Online Banking Associate Product Manager - 209 Digital Experience

JOB SUMMARY:

Firstrust Bank is seeking a proactive, analytical, and detail-oriented Associate Product Manager, Online Banking, to support the continued growth and evolution of our digital banking and digital account opening platforms. This role is an opportunity for an individual passionate about financial technology and customer experience to help shape how retail and business customers engage with Firstrust's digital services.

Working closely with the Product Manager and Digital Experience team, this individual will support the ongoing management, enhancement, and delivery of online banking, mobile banking, and digital account opening capabilities. Responsibilities include coordinating new feature implementations, managing product backlogs, analyzing platform performance and customer feedback, and collaborating with internal stakeholders and technology vendors to resolve issues and identify opportunities for improvement.

The Associate Product Manager will participate throughout the product lifecycle, from roadmap planning and requirements gathering through testing, deployment, and post-launch optimization. The role requires close collaboration with Technology, Operations, Customer Support, Marketing, and other business partners to ensure our digital platforms deliver reliable, intuitive, and effective experiences.

The ideal candidate is a collaborative problem-solver with strong organizational and analytical skills, an interest in digital banking technology, and a desire to grow their product management expertise while making a measurable impact on customer satisfaction, digital adoption, and the continued evolution of Firstrust's digital banking experience.

JOB DUTIES AND RESPONSIBILITIES:

• Product Support & Implementation: Support the ongoing management and enhancement of Firstrust's online banking, mobile banking, and digital account opening platforms. Coordinate feature implementations from requirements gathering and solution design through testing, deployment, and post-launch support.
• Product Roadmap & Backlog Management: Partner with the Product Manager to maintain and execute product roadmaps, manage the backlog of enhancements and issues, and prioritize work based on customer needs, business objectives, and operational impact.
• Support & Issue Resolution: Investigate platform issues, coordinate troubleshooting efforts with internal teams and vendors, and track issues through resolution. Identify recurring problems and opportunities to improve platform reliability, usability, and customer experience.
• Vendor Management & Coordination: Serve as a point of contact for technology vendors, coordinating product updates, release schedules, enhancement requests, and issue escalations. Monitor vendor roadmaps and communicate relevant developments to internal stakeholders.
• Testing & Release Management: Coordinate and participate in user acceptance testing, validate new features and platform changes against business requirements, and support release planning, deployment readiness, and post-implementation validation.
• Product Analytics & Performance Monitoring: Monitor platform adoption, usage trends, customer feedback, and industry developments to identify opportunities for product improvement. Develop reporting and recommendations that support data-driven product decisions and roadmap priorities.
• Cross-Functional Collaboration & Communication: Work closely with Technology, Operations, Customer Support, Marketing, and other business stakeholders to gather requirements, coordinate implementations, communicate product changes, and ensure alignment throughout the product lifecycle.
• Digital Adoption & Customer Education: Partner with Marketing and customer-facing teams to support digital adoption initiatives, customer communications, training materials, and educational resources that promote awareness and effective use of Firstrust's digital services.

DECISION MAKING:

• Backlog Prioritization: Evaluate and prioritize platform issues, enhancement requests, and assigned work based on customer impact, business needs, operational urgency, and established roadmap priorities, in collaboration with the Product Manager.
• Product Implementation: Recommend feature configurations, implementation approaches, and release timing based on business requirements, customer experience, technical feasibility, and operational readiness.
• Issue Resolution & Escalation: Assess platform issues, determine appropriate troubleshooting and escalation paths, and coordinate resolution efforts with internal teams and technology vendors.
• Training & Communication: Determine appropriate training, documentation, and communication needs for new features and platform changes to ensure customer-facing employees are prepared to support and promote digital services.209

ACCOUNTABILITY:

• Product Delivery & Implementation: Timely and successful implementation of assigned digital banking and digital account opening features, ensuring business requirements are met and solutions deliver a reliable, intuitive customer experience.
• Platform Support & Issue Resolution: Effective management and resolution of platform issues, including timely escalation, stakeholder communication, and coordination with internal teams and technology vendors.
• Product Performance & Adoption: Accurate monitoring and reporting of platform adoption, usage, customer feedback, and performance metrics to identify improvement opportunities and support data-driven product decisions.
• Roadmap & Backlog Execution: Effective management of assigned product enhancements, issues, and deliverables, ensuring work progresses in alignment with established priorities, timelines, and business objectives.

OTHER JOB DUTIES AND RESPONSIBILITIES:

• Technical Support & Escalations: Serve as an escalation point for complex digital banking and digital account opening issues, collaborating with Customer Support, internal technology teams, and vendors to investigate, troubleshoot, and coordinate resolution of customer-impacting issues.
• Business Development Support: Support business development initiatives by demonstrating Firstrust's digital banking capabilities to prospective retail and business customers, providing product expertise and addressing questions about platform features and functionality.
• Other duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer

POTENITAL ON-THE-JOB-RISKS:

• None identified.

EDUCATION, TRAINING AND EXPERIENCE:

• 1-3 years in product management, digital banking, business analysis, or a related role; financial services experience a plus.
• Bachelor's degree in business, Marketing, IT, or related field preferred.
• Familiarity with productivity software, analytics tools, and issue/backlog tracking tools (e.g., Microsoft, Jira, Azure DevOps).
• Experience with feature implementation, user acceptance testing, or vendor management; knowledge of basic UX principles is a plus.

WORK SCHEDULE:

• Hybrid/ Onsite