Key Responsibilities :

Statement Governance & Management
- Own end-to-end credit card statement generation and delivery process.
- Monitor statement generation success rates across email, physical and digital channels.
- Ensure accuracy of statement content, balances, interest calculations, fees and regulatory disclosures.
- Manage statement change requests, enhancements and customer communication updates.
- Drive digitization initiatives to increase e-statement adoption.
- Track and reduce statement-related complaints and service requests.
- Identify opportunities to simplify statement design and improve customer understanding.
RTO (Return-to-Origin) Management
- Own governance of all returned physical communications including statements, cards and regulatory letters.
- Monitor RTO volumes and identify root causes such as incorrect addresses, delivery failures and customer movement.
- Partner with Operations, Collections and Branch Banking teams to improve address quality.
- Develop corrective action plans to reduce RTO percentages.
- Establish dashboards and periodic governance reviews for RTO tracking.
Regulatory & Compliance Communication Management
- Ensure all customer communications comply with RBI regulations, card network guidelines and internal policies.
- Coordinate audits, compliance reviews and regulator submissions related to customer communications.
- Maintain compliance repository.
Risk & Controls
- Implement robust controls around communication deployment and approvals.
- Conduct impact assessments for communication changes.
- Ensure audit readiness and documentation.
- Track communication-related operational risks and control gaps.

Experience

6-10 years of experience in Banking, Credit Cards, Customer Experience, Operations or Regulatory Compliance.
Experience in customer communications, statement management or regulatory implementation preferred.
Strong understanding of RBI regulations and card business processes.
Experience in managing technology and operational change projects.

Critical Skills

Functional

Credit Card Operations
Billing & Statement Management
Regulatory Compliance
Customer Communication Management
Process Excellence
VOC & Complaint Analytics
Audit & Risk Management

Behavioural

Strong stakeholder management
Problem-solving mindset
Customer-centric approach
Attention to detail
Strong written communication skills
Ability to drive cross-functional initiatives

Product Manager_CREDIT CARD_0149_1288_1100044