Product Manager_CREDIT CARD_0149_1288_1100044

Key Responsibilities :

1. 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.
2. 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.
3. 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.
4. 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