Cluster Manager - Digital Platforms and Consumer AI

Job Summary Duties and Responsibilities Product roadmap and requirement management

• Understand business objectives, customer pain points and channel priorities for App and Web journeys.
• Translate business requirements into product backlog, user stories, BRDs, acceptance criteria and release scope.
• Prioritize requirements basis business impact, customer experience, regulatory need and technology feasibility.
• Maintain product roadmap and ensure alignment with POD Head, PMG, Business and Technology teams.

Product lifecycle and delivery management

• Own delivery of assigned digital journeys from requirement discovery to go-live and post-launch monitoring.
• Coordinate with IT, Design, Analytics, Operations, Risk and Compliance teams for timely execution.
• Track sprint progress, dependencies, defects, UAT observations and release readiness.
• Ensure all deliverables are closed as per approved scope, quality standards and committed timelines.

Customer journey and UI/UX coordination

• Work with DCX/UI-UX teams to design clear, intuitive and customer-friendly journeys.
• Review wireframes, screen flows, communication content and customer touchpoints for journey consistency.
• Identify customer friction points and recommend improvements to improve adoption and conversion.

KPI monitoring and post-live governance

• Monitor journey performance through leads, funnel conversion, drop-offs, feature adoption and business output.
• Work with Analytics teams to validate KPI dashboards and highlight performance gaps.
• Drive post-live issue resolution, improvement backlog and course correction actions.

UAT, release and change governance

• Plan and coordinate UAT with Business, Product, Operations and Technology stakeholders.
• Ensure defects are tracked to closure and release sign-offs are obtained before deployment.
• Support release notes, training inputs, SOP updates and communication for new launches.

Stakeholder management and governance

• Facilitate discussions with Business, PMG, IT, COE, Analytics, DCX, Risk and Compliance teams.
• Prepare project updates, risk trackers, milestone status and governance notes for POD Head review.
• Escalate blockers impacting delivery timelines, business performance or customer experience.

Team development and execution discipline

• Guide managers and team members on requirement detailing, UAT discipline, delivery tracking and product governance.
• Establish ownership, review rhythm and documentation hygiene within the product delivery team.

Key Decisions / Dimensions

• Recommendation on product backlog priority and feature sequencing for assigned digital journeys.
• Acceptance of UAT closure status and readiness recommendation for release deployment.
• Recommendation on journey improvements based on customer feedback, funnel data and business performance.
• Escalation of critical blockers, defects and dependencies to POD Head and governance forums.

Major Challenges

• Managing frequent requirement changes while protecting delivery timelines and scope discipline.
• Aligning multiple stakeholders across Business, IT, Analytics, Design, Operations and Compliance teams.
• Ensuring UAT quality, defect closure and release readiness in a multi-journey digital environment.
• Balancing customer experience improvements with technology feasibility and business priorities.
• Driving measurable post-live outcomes from launched features and digital journeys.

Required Qualifications and Experience Qualifications

• Graduation in Engineering, Technology, Management, Business or related discipline.
• Post-Graduation / MBA preferred.

Work Experience

• Minimum 7 - 10 years of experience in Product Management, Digital Platforms, Digital Lending, Customer Experience or Project Delivery.
• Strong understanding of App and Web customer journeys, product lifecycle, agile delivery and requirement documentation.
• Experience in BFSI / FinTech / Digital Lending / Consumer Internet platforms preferred.
• Ability to manage UAT, defect tracking, release governance and post-live performance monitoring.

Functional Knowledge

• Product ownership, BRD/user story creation, sprint governance, UI/UX coordination, KPI monitoring, stakeholder management, digital funnel analysis and release management.