Karen Mifsud

As a Product Manager at Paytently, I led the end-to-end delivery of a new client portal designed for both merchants and internal stakeholders. This portal empowers users to efficiently manage and monitor payment activity, providing the necessary tools to take action on transactions as needed.

My responsibilities included:

• Gathering and prioritizing requirements,
• Working closely with cross-functional teams including engineering, design, and customer success,
• Ensuring that the product met both technical and business goals,
• Analyze market trends, competitor products, and industry shifts to identify opportunities for innovation or differentiation,
• Use analytics tools to understand user behaviour, identify pain points, and iterate on the product based on insights, and
• Proactively identify risks or issues that could impact the product development timeline and mitigate them by working with relevant stakeholders.

The portal offers a streamlined user experience, enabling merchants to gain real-time insights into their payments, manage disputes, and handle reconciliation processes seamlessly.

As a Senior Product Owner at MeDirect, I was responsible for driving the vision, strategy, and execution of key digital products across the organization, with a strong focus on delivering value to both retail and internal users. I worked closely with cross-functional teams including UX/UI designers, developers, QA specialists, and business stakeholders to translate complex business requirements into clear product roadmaps and user stories.

My role involved leading the development of innovative financial solutions in the areas of digital banking, investment platforms, and customer onboarding, while ensuring compliance with regulatory standards. I prioritized and managed the product backlog, facilitated sprint planning and reviews, and continuously optimized workflows using Agile methodologies.

Through a user-centric approach, I ensured that all products aligned with MeDirect’s strategic objectives, enhanced customer experience, and supported business growth. My work contributed to the successful rollout of several high-impact features, improved operational efficiency, and strengthened MeDirect’s digital presence in the financial services sector.

As a Product Owner at MeDirect Bank Plc, I was responsible for translating business needs into actionable product features, ensuring that development efforts were aligned with strategic goals and customer expectations. Acting as the bridge between stakeholders and the development team, I gathered and prioritized requirements, managed the product backlog, and helped guide the product lifecycle from concept to delivery.

Working in Agile environments, I collaborated closely with cross-functional teams including designers, QA engineers, and business analysts to ensure timely delivery of high-quality releases. I continuously gathered feedback from users and stakeholders to iterate on the product, driving improvements that enhanced functionality, user experience, and business value.

My role also involved analyzing performance metrics, identifying opportunities for innovation, and contributing to the long-term product vision and roadmap. Through strong communication and decision-making skills, I ensured that product initiatives were aligned with company objectives while delivering meaningful value to users.

As an eBanking Platform Officer at MeDirect Bank, I was responsible for overseeing the performance, availability, and responsiveness of digital banking platforms, ensuring a seamless user experience for customers and internal stakeholders. I coordinated with vendors and internal IT teams to manage platform upgrades, resolve technical issues, and implement new features, while also serving as a key escalation point for eBanking-related incidents. In this role, I provided second-level support to both customers and branch staff, and collaborated with product teams to develop and launch new digital banking functionalities. I actively gathered user feedback and analyzed platform usage data to identify opportunities for improvement.

Additionally, I ensured compliance with internal security policies, regulatory requirements, and cybersecurity best practices by working closely with compliance and IT security teams during audits and risk assessments. I also maintained comprehensive documentation, prepared regular performance reports, conducted training sessions for internal users and clients, and effectively communicated platform updates and changes across the organization.

As a Payments Back Office and Settlements Officer, I was responsible for processing and reconciling both inward and outward payments, as well as managing the settlement of cash loans with third-party banks. I supported audit processes by publishing audit letter requests and providing necessary data and procedural information to auditors.

My duties included scanning, filing, and archiving financial documents, as well as cross-checking pending payments with the Compliance Department and escalating any suspicious or fraudulent transactions for further investigation. I confirmed client trade details against broker confirmations for equities, bonds, and mutual funds, and handled the resolution of settlement discrepancies, including failed trades. I also facilitated the transfer of securities between external custodians and the Bank, reconciled securities holdings and transactions, and investigated any unreconciled items.

Additionally, I contributed to system modifications and testing, and supported compliance efforts by recommending and implementing changes in line with regulatory updates related to payment services.

As a Call Centre Agent, I was responsible for handling incoming calls, emails, and secure messages from both existing and prospective customers, ensuring prompt and accurate support. I executed customer instructions such as processing payments, trade orders, and updates to personal and contact information. My role also involved troubleshooting issues through internal investigations and escalating complaints in line with the Bank’s policies and procedures. I regularly updated customer account information using the Bank’s internal systems and processed online account applications by managing documentation and conducting KYC checks. Additionally, I gathered and reported customer feedback, assisted the Marketing Manager with the creation and maintenance of product documents, updated website and social media content, and collaborated with back-end developers to improve the functionality and user interface of the website.