PRODUCT MANAGEMENT SPECIALIST - DIGITAL TRANSFORMATION AND INNOVATION DEPT - FIRSTBANK PR

Product Management Specialist

Digital Transformation and Innovation

FirstBank PR

Our Company

At FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Product Management Specialist within the Digital Transformation and Innovation team is an execution-focused role responsible for the digital channel roadmap to drive profitable growth and enhance FirstBank’s customer experience. The role balances strategic foresight with implementation practices, ensuring that digital initiatives align with business goals, market trends, and user needs. The Specialist will have an active role in the full product lifecycle—from ideation through launch and transition to operations.

What You’ll Need to Succeed

• Document and update competitive analysis of digital offerings, market trends, and customer sentiment.
• Assist in the translation of strategic goals into clear, actionable business requirements in collaboration with Supervisor.
• Document and assist in prioritization of channel features based on business value, user impact, and technical feasibility.
• Support alignment across corresponding business units, compliance, risk, fraud, security and IT to ensure shared vision and support for channel initiatives.
• Evaluate vendor capabilities, document vendor comparison and support in technical documentation.
• Sponsor and lead implementation of the digital channels’ roadmap :
• Assist in Business Cases (BCs) and Business Requirement Documents (BRDs) documentation to present in various committees to obtain management approval and executive buy-in for new initiatives.
• Assist in the preparation or updates of Product Programs (or Product MEMOs), BARA, IBRAs to receive internal regulatory / risk / compliance approval.
• Support development, project management, and QA / testing teams to ensure timely and high-quality product delivery.
• Provide regular updates to leadership, document progress, and follow up on open issues and tickets.
• Assist and support in the development, enhancement, and implementation of tools to track and manage product performance
• Track key performance indicators and provide actionable insights to continuously improve channels’ performance.
• Lead post-launch reviews to capture lessons learned and drive process enhancements.
• Support smooth handoff of products to operational teams with appropriate documentation and training.
• Document and follow through Systems Change Requests (SCRs) and / or JIRAs processes for any upgrades, performance or production issues related to electronic banking applications.
• Work closely with vendors, management and other departments regarding policy, compliance, risk, fraud prevention, customer service, branding, and technology to ensure business as usual as well as projects are managed within FirstBank’s policies and practices. This includes claims, incidents and customer complaints.
• Monitor applicable metrics which determine that operating efficiencies are within established customer experience standards and that all services are performing in their optimum capacity.
• Assist with product and service development through ongoing on-the-job training, technical training and developmental courses both internal and external.
• Assist and support in the management of projects and initiatives as assigned by utilizing all available tools to ensure timely completion within established budgetary guidelines.
• Excellent communications skills and proven ability to communicate effectively with multiple levels of internal management.
• Ability to identify opportunities, quickly understand complex operational problems, and define operational improvements across the organization
• Perform other duties as required and must have initiative when it comes to making decisions

Competencies

What You’ll Need

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

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