Product Manager - Cards

The Product Manager - Cards will lead the development, management, and growth of HugoBank’s Credit Card portfolio, including both secured and unsecured products. This role is accountable for the entire product lifecycle, from acquisition and activation to usage, collections, and retention, ensuring alignment with regulatory requirements. The position plays a critical role in shaping the bank’s credit card strategy by leveraging data, partnerships, and customer insights to drive portfolio expansion and promote financial inclusion in line with HugoBank’s mission.

Key Responsibilities

Product Strategy & Proposition Development:
Define and implement the end-to-end product strategy for secured and unsecured credit cards, aligned with the bank’s financial inclusion and lending-first vision. Develop differentiated customer value propositions targeting key segments such as salaried millennials, professionals, and emerging credit users. Conduct market analysis and competitor benchmarking to identify opportunities, pricing gaps, and innovative features relevant to the Pakistani market. Maintain the Credit Card Product Roadmap, ensuring it aligns with the bank’s product evolution and regulatory milestones. Collaborate with internal teams and external partners like Visa, PayPak, and Mastercard to design compelling propositions with strong rewards and engagement potential.

Product Design, Development & Implementation:
Translate product concepts into detailed Business Requirement Documents (BRDs) and coordinate with Technology and Operations teams to ensure timely delivery. Develop new features, loyalty programs, and digital enhancements to improve user experience and product differentiation. Manage relationships with vendors and processors for card issuance, tokenization, personalization, and lifecycle management. Support testing, user acceptance testing (UAT), and post-launch monitoring to ensure smooth rollout. Continuously review customer journeys and feedback to identify friction points and recommend improvements. Explore embedded card offerings such as co-branded or partnership cards aligned with the bank’s strategic ecosystem. Stay updated on emerging card technologies like tokenization, contactless payments, and AI-driven credit scoring to propose future initiatives.

Portfolio Management & Performance Optimization:
Monitor portfolio health by tracking activation, utilization, delinquency, and profitability metrics. Drive initiatives to increase spend, retention, and cross-sell opportunities using customer insights and behavioral data. Develop strategies to transition secured cardholders to unsecured products based on credit behavior and repayment history. Manage the product P&L in collaboration with Finance, tracking revenue drivers such as interest income, interchange, and fees while controlling costs. Design and execute campaigns and offers to enhance product stickiness and long-term engagement. Streamline lending processes to improve efficiency, reduce turnaround times, and enhance customer experience.

Governance, Risk & Compliance:
Ensure full compliance with State Bank of Pakistan regulations, consumer protection guidelines, and internal risk policies. Collaborate with Compliance and Legal teams to maintain proper documentation, disclosures, and product approvals. Work with Fraud Risk and Operations teams to manage chargeback, dispute, and fraud monitoring frameworks. Conduct periodic risk reviews to identify control gaps and implement corrective measures.

Cross-Functional Collaboration & Stakeholder Management:
Serve as the primary product liaison across Technology, Credit Risk, Operations, Finance, Marketing, and Customer Experience teams. Engage with external partners to ensure seamless delivery and innovation. Partner with Marketing to design go-to-market campaigns, customer education, and lifecycle communication strategies.

Secondary Responsibilities:
Participate in cross-departmental workshops and agile sprints, providing credit card product insights. Liaise with Operations and Contact Centre teams to resolve customer service issues related to card activation, billing, rewards, and disputes. Coordinate with Back-Office and Finance for accurate reconciliation of transactions, fees, and commissions. Support preparation of regulatory submissions, inspection responses, and compliance reports. Ensure marketing materials and campaigns are reviewed and approved by Compliance prior to release.

Required Qualifications
- Bachelor’s degree in Business Administration, Finance, Economics, or a related field from a recognized institution.
- Minimum of 6 years of progressive experience in Product Management within Credit Cards, Consumer Lending, or Payments.
- Proven experience managing credit card products, including secured, unsecured, and co-branded variants.
- Strong background in end-to-end product lifecycle management, from concept to go-to-market and performance optimization.
- Familiarity with State Bank of Pakistan regulatory frameworks related to credit cards, consumer protection, and payment instruments.
- Hands-on experience working with card schemes such as Visa, PayPak, Mastercard, and third-party processors like IDEMIA or NymCard.
- Experience in banking, fintech, or card-issuing institutions is preferred.

This role offers the opportunity to significantly impact HugoBank’s credit card portfolio and contribute to financial inclusion initiatives through innovative product management and strategic leadership.