About this role

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.