Debit Card / Consumer Products Manager

The Debit Card/Consumer Products Manager has overall responsibility for Eastern’s debit card products and serves as the Retail liaison with Eastern’s Digital Products team in support of our consumer Mobile & Online Banking and Online Account Opening products.   We do not have layers to ownership – you have the autonomy to do it all, wear multiple hats and broaden your experience.  The ideal candidate needs to have a solid understanding of all disciplines that will impact or be impacted by their products and must have ability to work collaboratively with the specialists in each of these including marketing, technology, operations, compliance, legal, analytics, and customer sales & support areas.

Key responsibilities include tracking and analyzing key metrics, recommending strategies to optimize product performance, identifying enhancements and new product opportunities, and implementing key initiatives.

I.  Optimize performance of Eastern’s debit card program 

• Report and analyze key product metrics
• Analyze effectiveness of existing products in meeting customer needs and identify and implement product enhancements
• Develop strategies to improve product penetration, retention and usage
• Analyze profitability and implement strategies for improvement
• Partner with key business partners (Fraud, Operations, Call Center) to identify opportunities to improve customer experience and manage expenses

II.  Perform day to day oversight of debit card program

• Work with key partners to address product-related issues and opportunities
• Monitor/ensure adherence to network requirements (MasterCard, NYCE)
• Maintain inventories of card related collateral (plastic, card carriers, etc)
• Submit quarterly reporting to MasterCard
• Oversee instant issue program
• Oversee SUM surcharge free network program
• Manage key vendor relationships and applications
• Develop and manage annual debit card budget
• Manage debit card conversions

III.  Partner with Digital Product Team to optimize digital channels/products for consumer customers, including Online Account Opening and Mobile & Online Banking 

• Act as primary business liaison with Digital Channel Solutions for product oversight and  development
• Report and analyze key product metrics
• Analyze effectiveness of existing products in meeting customer and business line needs
• Develop strategies to improve product penetration, retention and usage
• Analyze product performance and profitability and implement strategies for improvement
• Work with Digital Products Team to define business requirements for product development & enhancements

Qualifications

Education and Experience:

• Bachelor’s degree required
• 8+ years of relevant work experience
• Product management, project management and analytical experience required
• Experience in consumer banking products preferred

Skills/Knowledge:

The Consumer Product Manager must have ability to think and work independently

• This position requires someone who is both a strategic thinker (proactively suggests new ideas) and a doer (implements those ideas)
• Required skills include:
  • Solid analytical and data mining skills
  • Attention to detail
  • Excellent verbal and written communication skills
  • Strong interpersonal skills with an ability to build relationships within and across teams
  • Strong project management skills
  • Ability to juggle multiple tasks concurrently
  • Interest in staying on top of trends and opportunities

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.