Product Manager-RETAIL NR-Product Manager

Job Description

Key Responsibilities:

1. Customer Service Management:
2. Lead the NR service team to deliver best-in-class customer experience through timely query resolution and high-quality service.
3. Act as an escalation point for critical customer service issues and ensure prompt resolution.
4. Monitor customer feedback, complaints, and service metrics to drive continuous improvement.
5. Ensure adherence to turnaround time (TAT) for service requests and complaints.
6. Transaction Processing & Operations Management:
7. Oversee backend transaction processing, including account servicing, remittances, forex transactions, and compliance-related activities.
8. Ensure error-free and timely execution of customer transactions.
9. Compliance & Risk Management:
10. Ensure adherence to RBI and FEMA guidelines for NR banking operations.
11. Monitor operational risks, implement risk mitigation measures, and ensure service compliance with audit standards.
12. Collaborate with the compliance team to ensure all customer transactions adhere to KYC, AML, and regulatory norms.
13. Team Leadership & Stakeholder Management:
14. Lead, mentor, and develop the NR service team to enhance their capabilities and performance.
15. Work closely with the NR Relationship Managers and product teams to provide seamless service support.
16. Collaborate with IT, Risk, and Compliance teams for process enhancements and regulatory adherence.
17. Service Excellence & Process Improvements:
18. Drive service excellence by implementing customer-centric initiatives and ensuring a superior banking experience for NR clients.
19. Identify gaps in service delivery and recommend process improvements to enhance efficiency.

Experience: 8+ years of experience in banking operations, customer service, or NR banking, with at least 4 years in a leadership role.