Product Manager-HO & SUPPORT-Ho Business Banking

Job Title:Current Account Product Manager

Location:IT Park Infiniti
Department:Retail Banking / Product Management

Job Summary:

We are seeking a dynamic and results-driven Current Account Product Manager to lead the development, enhancement, and servicing of current account products. The ideal candidate will be responsible for managing KYC processes, handling product and servicing queries, improving onboarding turnaround time (TAT), reducing application rejections, and driving process re-engineering initiatives. Additionally, the role involves managing transactional and relationship NPS (TNPS/RNPS) and releasing knowledge series to enhance internal and external product understanding.

Key Responsibilities:

KYC & Onboarding

• Oversee and streamline KYC processes to ensure compliance and efficiency.
• Work with respective stakeholders to address these issues and implement solutions aimed at reducing onboarding/servicing turnaround time (TAT) and rejection rates.
• Implement automation and digital solutions to enhance onboarding experience.

Customer Experience & Servicing

• Address and resolve product and servicing queries/complaints in coordination with customer experience team
• Drive initiatives to improve TNPS and RNPS scores.

Process Re-engineering

• Identify bottlenecks and inefficiencies in current processes.
• Lead re-engineering projects to optimize workflows and reduce operational costs.
• Implement best practices and benchmark against industry standards.

Knowledge Management

• Develop and release regular knowledge series for business team.
• Create training materials, FAQs, and product guides to improve product understanding.
• Conduct workshops and webinars to disseminate product knowledge.

Qualifications:

• Bachelor's degree in Business, Finance, or related field (MBA preferred).
• 5+ years of experience in product management, preferably in banking or financial services.
• Strong understanding of KYC regulations and onboarding processes.
• Proven record of accomplishment in customer experience management and process improvement.
• Excellent communication, analytical, and project management skills.
• Proficiency in Excel, Power BI, and other data analysis tools for reporting and insights.

Key Performance Indicators (KPIs):

• Reduction in onboarding TAT and rejection rates.
• Improvement in TNPS and RNPS scores.
• Successful implementation of process re-engineering initiatives.
• Engagement and reach of knowledge series content.
• Resolution rate and turnaround time for servicing queries.
• Effective management and timely resolution of queries from the business team regarding current account product, process, and documentation.