IVR Product Manager-C13

Job Summary The Product Management & Quality Assurance Senior Manager is a management level position responsible for overseeing both product management and quality assurance/ Testing functions. This role involves managing professional teams, setting strategy, providing leadership, and oversight. The individual will be responsible for the development of strategies, and tactics throughout the product lifecycle, while also developing and implementing testing standards and procedures to ensure the quality and timely delivery of IT systems and products. The overall objective is to drive product innovation, and ensure robust quality across product development and deployment, safeguarding the firm's reputation and adhering to regulatory standards.

Responsibilities

• Manage and lead a team of professionals, including conducting performance evaluations, hiring, and disciplinary actions.
• Develop product plans, strategies, and tactics, coordinating product lines through their lifecycle in collaboration with product and technology teams.
• Supports initiatives related to User Acceptance Testing (UAT) process and product rollout into production. Testing specialists who work with technology project managers, UAT professionals and users to design and implement appropriate scripts/plans for an application testing strategy/approach.
• Provide assistance with a product or product component development within the IVR testing domain
• When necessary, conduct product evaluations of vendors
• Assist with training activities, mentor junior team members and ensure team’s adherence to all control and compliance initiatives. Train and mentor the VRU testers in the execution of the automated test cases with the Cyara tool.
• Develop and implement functional strategies requiring coordination and integration across various units.
• Engage with external partners and vendors, managing relationships, negotiations, and agreements.
• Develop and design quality assurance standards and procedures, ensuring adherence throughout the software development lifecycle.
• Manage organizational process change and strive for continuous improvements and streamlining of processes within quality and testing.
• Develop and implement methods for estimating cost, effort, and milestones for IT Quality activities.
• Ensure consistency and quality of processes across the organization, particularly for testing activities.
• Collaborate with client leads, development organizations, and business users to align testing strategies with business objectives.
• Analyze organizational trends to improve processes and stay informed on industry trends in both product and quality assurance.
• Produce performance testing workload definition and analysis, factoring in known or projected volumes and transaction mix, to ensure coverage of critical business transactions.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets. This includes driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment, and escalating, managing, and reporting control issues with transparency, as well as effectively supervising others and creating accountability for standards.

Qualifications

• 12-18 years of relevant experience in product management, Project/Program management, and/or quality assurance leadership.
• Previous supervisory experience across multi-function and/or global business units.
• Experience with banking and Financial Services Automation initiatives will be an added advantage
• In-depth understanding of the Systems Development Life Cycle (SDLC) processes.
• Thorough understanding of end-to-end testing processes, including knowledge of CYAARA and other testing-related tools will be an advantage
• Knowledge in Gen AI and Prompting Certifications will be preferred
• In-depth knowledge of industry and competitor products/services.
• Working knowledge of industry practices and standards in both product and quality assurance.
• Ability to develop strategy, allocate resources, and inspire diverse teams.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Demonstrated negotiation and diplomacy skills, with the ability to persuade and influence.
• Primary Job Hours: 3:30 PM – 12:30 AM India Time M-F. Some weekend work necessary for install coverage to be determined on as needed basis

Education

• Bachelor’s degree/University degree or equivalent experience.
• Master’s degree preferred. ------------------------------------------------------

Job Family Group: Product Management and Development ------------------------------------------------------

Job Family: Product Management ------------------------------------------------------

Time Type: Full time ------------------------------------------------------

Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------

Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.