Job Requirements

Job Requirements

Role/ Job Title: Product Manager-Credit Cards

Function/ Department: Retail Banking

Job Purpose:

The role will be responsible for driving portfolio outcomes through tele-calling and customer engagement channels across retention, 365-day closure prevention, usage activation, RTO, and related portfolio programs. The incumbent will manage channel performance, governance, VOC, and productivity across a large calling setup while also leading automation and process optimization initiatives to improve operational efficiency, customer experience, and portfolio outcomes.

Roles & Responsibilities:

Own and drive business outcomes across calling channels covering 365-day intent & usage, retention, usage activation, RTO, dormant customer activation, and other portfolio management programs.
Manage and govern a calling setup of approximately 70 callers across internal and partner channels to ensure achievement of portfolio KPIs.
Track, monitor, and improve channel productivity, conversion metrics, quality scores, and customer engagement outcomes.
Drive Voice of Customer (VOC) reviews and implement process improvements to enhance customer experience and campaign effectiveness.
Define channel strategies, customer targeting frameworks, calling journey enhancements, and execution governance to improve portfolio performance.
Partner with Operations, Analytics, Digital, Technology, Compliance, and Vendor Management teams for seamless execution of channel-led initiatives.
Prepare performance reviews, business insights, and management updates for senior stakeholders.
Monitor and optimize key portfolio metrics including activation, retention, usage, reactivation, closure prevention, and campaign effectiveness.
Drive automation and efficiency initiatives including AI-led interventions, and other digital enablement projects.
Identify opportunities to reduce manual effort and improve channel productivity through workflow automation and process redesign.
Support portfolio analytics, customer segmentation, and campaign optimization initiatives.
Evaluate new technologies, tools, and customer engagement mechanisms to improve operational effectiveness.
Conduct benchmarking and identify industry best practices across customer servicing, retention, and engagement channels.
Ensure compliance with regulatory, audit, risk, and internal governance requirements.

Education Qualification (Fulltime):

Graduation: Bachelor's in engineering / Technology / Math's / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management

Experience: 1 to 3 years of experience in portfolio, channel management.