Program Manager

We have exciting opportunities for the role of Program Manager

Location: Mumbai - Andheri

Program Manager

Current Salary

Expectation

Notice Period

Education (Full Time / part Time)

Role Overview

The Partner API Operations Manager will act as the single point of contact (POC) for all digital partners integrated with ICICI Lombard through API-led journeys across issuance and servicing workflows. The individual will work closely with internal cross‑functional teams—Product, Technology, Tech Support, and Underwriting—to resolve partner‑reported issues, proactively monitor partner platform performance, and ensure a frictionless API experience.

Key Responsibilities

1. Partner API Issue Management

• Serve as primary POC for partners for all API‑led issuance & service concerns.
• Triage, replicate, and route issues to Product, Tech, UW, and Support teams for resolution.
• Track progress and ensure resolution within defined SLAs/TAT.
• Analyze root cause & propose systemic fixes to reduce recurrence.

2. Proactive Monitoring

• Monitor IL product visibility, uptime, and availability across partner platforms.
• Identify issues before partners escalate by tracking dashboards & alert mechanisms.
• Periodically audit partner journeys and ensure products display as approved.

3. Error Log Reporting & Analysis

• Review daily error logs generated from partner platforms.
• Create structured analysis with trends, impact assessment, RCA, and recommended actions.
• Drive closure with respective teams and maintain an error reduction roadmap.

4. Cross‑Functional Coordination

• Work with Product, Tech, Tech Support & UW teams to fast‑track fixes.
• Escalate critical issues, orchestrate war‑rooms where required.
• Ensure partner priorities are aligned with internal sprint cycles & releases.

5. Governance, Reporting & MIS

• Publish daily, weekly, and monthly partner performance reports.
• Maintain dashboards on uptime, success ratios, error trends, and product penetration.
• Conduct regular cadences with partners & internal teams for visibility & alignment.

6. Continuous Improvement

• Recommend product or API enhancements based on observed issue patterns.
• Help define monitoring frameworks, API quality checklists, and integration best practices.

Educational Background

• Bachelor’s degree in Engineering (Computer Science/IT preferred)

  or

• Bachelor’s degree in Business/Commerce with strong technical understanding
• MBA (optional but preferred) in Technology Management, Operations, or Analytics

Professional Skills

• Understanding of API mechanics, request/response structures, JSON/XML formats
• Experience with ReadyAPI/Postman or similar tools (basic hands-on is sufficient)
• Strong analytical skills in reading logs & identifying patterns
• Good communication to manage external partners & internal tech teams
• Ability to influence cross-functional stakeholders without authority
• Comfortable with dashboards, Excel, and reporting frameworks

Experience

• 2–6 years in API operations, partner management, technical account management, or product operations roles
• Exposure to BFSI or digital ecosystem partners is a strong advantage

Regards,

Saba