Product Manager - Merchant Services

CreditBank PNG is recruiting a suitable candidate for the role of Product Manager – Merchant Services.

The Product Manager – Merchant Services is responsible for the end-to-end management, growth, performance and governance of the CreditBank PNG (CBP) ’s merchant acquiring portfolio. This includes Merchant Services, EFTPOS and other payment acceptance solutions.

The role is accountable for developing and managing merchant product propositions, pricing, product performance, go-to-market plans, customer experience, product governance, risk controls and ongoing product improvements.

The Product Manager will work closely with Sales, Operations, Technology, Risk, Compliance, Finance, Marketing, Legal to ensure merchant products are commercially viable, operationally reliable, compliant and aligned with CBP’s digital and payments strategy.

This role supports revenue growth by expanding CBP’s merchant acquiring footprint, improving merchant activation and usage, increasing transaction volumes and delivering payment solutions that meet the needs of business, SME and commercial customers.

Accountabilities & Responsibilities

Strategic:

• Develop and maintain the Merchant Services product strategy and roadmap.
• Define the value proposition for EFTPOS and other merchant acceptance solutions.
• Identify target merchant segments, including SMEs, corporates, retailers, schools, churches, professional services, market operators and mobile businesses.
• Assess market trends, competitor activity, customer needs and emerging payment technologies.
• Develop business cases for new merchant products, enhancements and investment proposals.
• Lead or support New Product Approval submissions for new acquiring products and channels.
• Ensure new products are not launched without the required product governance, risk, compliance and approval signoffs.
• Recommend pricing, fee structures and commercial models for merchant products.
• Monitor the profitability and commercial performance of the merchant acquiring portfolio.
• Support the Bank’s digital-first strategy by expanding electronic payment acceptance.
• Work with Sales and Business Development to identify portfolio growth opportunities.
• Support strategic partnerships that expand merchant acceptance and digital payment capability.
• Provide product input into annual planning, budgeting and forecasting.
• Track delivery of approved product initiatives and benefits realisation.
• Provide management reporting on product performance, risks, issues and opportunities.

Customer Experience

• Design and continuously improve the merchant customer journey from enquiry to onboarding, activation, usage, servicing and retention.
• Define merchant eligibility criteria and onboarding requirements.
• Ensure the merchant application process is clear, efficient and supported by appropriate forms and guidance.
• Develop merchant-facing product information, including product sheets, FAQs, user guides and service information.
• Ensure merchants understand fees, settlement timelines, transaction processes, chargebacks and support channels.
• Monitor merchant complaints, feedback and service issues.
• Identify root causes of customer pain points and recommend improvements.
• Work with Contact Centre, Branches, Sales and Operations to ensure consistent responses to merchant enquiries.
• Support merchant education on card acceptance, digital payments, fraud prevention, refunds, reversals and settlement.
• Monitor inactive or low-usage merchants and coordinate actions to improve activation and usage.
• Ensure product communications are clear, accurate, compliant and customer friendly.
• Support marketing campaigns that promote merchant services and digital payment acceptance.
• Ensure frontline teams are trained and ready before product launches or campaigns.
• Monitor merchant satisfaction and recommend improvements to product features and service delivery.

Operational

• Define business requirements for merchant products, including EFTPOS, Mobile POS and future acquiring channels.
• Work with Technology and vendors to support product configuration, testing, release management and defect resolution.
• Coordinate product testing, user acceptance testing and production readiness activities.
• Support terminal deployment requirements, including device allocation, activation, replacement, retrieval and retirement processes.
• Monitor terminal utilisation, uptime, transaction success rates and device performance.
• Work with Operations to ensure settlement, reconciliation, refunds, reversals and exception handling processes are effective.
• Monitor settlement exceptions, failed transactions and reconciliation breaks.
• Ensure merchant service fees, rentals and transaction charges are correctly applied.
• Maintain product documentation, including procedures, pricing schedules, terms, user guides and process maps.
• Coordinate operational readiness before launch, including procedures, training, support models and escalation paths.
• Monitor vendor and processor performance against agreed service levels.
• Track product incidents, defects, service issues and resolution actions.
• Work with Risk, Compliance and Fraud teams to monitor fraud, chargebacks, disputes and merchant risk indicators.
• Ensure product controls are in place for high-risk merchants, transaction limits, device security and merchant monitoring.
• Support audit, risk and compliance reviews and ensure product-related actions are closed on time.
• Maintain product governance records and ensure product changes follow approved change processes.

Key Competencies:

• Customer- and outcome-focused
• Analytical and commercially minded
• Collaborative and influential
• Strong ownership and accountability
• Critical thinking and interpersonal skills.
• Written and verbal communication skills.
• Documentation and reporting skills.
• Pro-active with a sense of urgency
• Excellent working knowledge of tools such as Microsoft applications including Word, Excel, PowerPoint.

Required Experience:

• Minimum of 5 years’ experience in banking, payments, product management, merchant services, cards, digital banking or financial services.
• Experience in merchant acquiring, EFTPOS, card products or digital payment solutions would be highly desirable.
• Experience managing product performance, revenue, pricing, customer growth and profitability.
• Experience working with Sales, Operations, Technology, Risk, Compliance and Marketing teams.
• Experience preparing product papers, business cases, product requirements or go-to-market plans.
• Experience supporting product launches, system changes, testing and operational readiness.
• Experience in data analysis, reporting, dashboards and product performance tracking.
• Experience in a regulated banking or financial services environment.

Formal Qualifications:

The preferred qualifications include:

• Bachelor’s degree in business, Commerce, Banking, Finance, Economics, Marketing, Information Systems or a related field.
• Postgraduate qualification in Business, Finance, Strategy, Digital Banking or Product Management would be an advantage.

Application process:

If you think you have what it takes to be in this role, we would like to hear from you.

Applications close COB Tuesday, 22nd September 2026, and must provide the following:

• A cover letter.
• A current CV with the names of three (3) contactable referees
• Police Clearance

Applications must be addressed to:

The Head of People & Culture

Credit Corporation (PNG) Limited

P O Box 1787

Port Moresby, 121

National Capital District

Applications must be emailed to Recruitment@creditbank.com.pg

Company Website: https://www.creditbank.com.pg/business-home