Product Manager-Current Account

Role/ Job Title: Senior Product Manager-Current Account

Function/ Department: Retail Liabilities

Job Purpose:

To lead the development, enhancement, and management of the Current Account product offerins, ensuring alignment with customer needs, regulatory requirements, and business goals. The role involves cross-functional collaboration to drive customer acquisition, and retention.

Role & Responsibilities:

• Branch Team Enablement and experience: Own and address Current Account opening and servicing queries raised by Front end teams/Customer service teams, ensuring clear, accurate and consistent resolution.
• Query & Root-Cause Analysis: Analyse recurring queries to identify process gaps, ambiguity and scenarios not adequately covered in existing SOPs or systems.
• Customer SRs, Escalations & Complaints: Analyse Current Account-related customer Service Requests (SRs), escalations and complaints to identify recurring pain points and root causes, and work with relevant teams to drive improvements across processes and technology.
• SOP Strengthening: Partner with Product, Operations, Process, Compliance and Technology teams to strengthen SOPs and ensure comprehensive coverage of CA opening and servicing scenarios.
• Knowledge Management: Create, review and continuously enhance Current Account Knowledge Articles, ensuring content is accurate, up-to-date, simple and easy for Field teams to use.
• KAI Response Quality: Review CA-related responses on KAI and drive improvements in accuracy, completeness and relevance by strengthening the underlying knowledge base.
• Drive Self-Service: Convert recurring Field and customer queries into SOP, Knowledge Article, technology and KAI-led solutions, progressively reducing manual intervention.
• Continuous Improvement: Track trends across Field queries, SRs, escalations and complaints to proactively identify opportunities for process simplification, technology enhancements and better customer/Field experience.

Ideal Candidate

• Strong understanding of Current Account opening and servicing processes.
• Strong analytical and structured problem-solving skills with a root-cause and improvement mindset.
• Ability to translate Field/customer pain points into actionable process and technology improvements.
• Strong stakeholder management and written communication skills.
• Adept at Microsoft Office, particularly Excel and PowerPoint, for data analysis, trend identification, MIS and management presentations.
• Ability to create clear, structured and user-friendly SOPs and Knowledge Articles.
• Comfortable working with AI/digital knowledge platforms and driving adoption of self-service solutions.

Qualifications:

Graduate – Any

Post Graduate – Any

Years of Experience:

5+