Manager - Liability Process and Customer Experience

Manager – Liability Process & Customer Experience| Mumbai

1. The Manager – Liability Process & Customer Experience is responsible for driving process governance, compliance monitoring, SOP creation, channel support, and portfolio eligibility management for the bank’s liability products. 
2. The role ensures strong process adherence across branches, supports LDR/ODFD operations, manages complaints with timely resolutions, and oversees periodic portfolio clean ups to maintain regulatory and policy compliance.

1. Manage SOP creation, review, and communication for liability products including Savings, Current Accounts, & Term Deposits, ensuring effective branch adoption. 
2. Handle migration‑related queries by coordinating with IT and ops to validate data and resolve discrepancies.
3. Manage end‑to‑end liability exception cases covering product deviations, rate exceptions, and account corrections, and recommend preventive improvements. 
4. Oversee LDR/ODFD portfolio monitoring, interest validation, and eligibility checks. 
5. Act as the central support for branch queries on systems, products, FC matters, and TD bookings. 
6. Manage CMS, Ombudsman, and MD Desk complaints with RCA and timely closure. 
7. Conduct portfolio screening, product conversions, and risk‑based clean‑ups including high cheque‑return and high cash transaction accounts. 
8. Manage CASA and TD interest rate implementation and validate system execution.

Education Qualification: Graduate/Post‑Graduate in Finance, Commerce, Business Administration, or related field.

Professional Experience: Experience in liability operations, process management, banking compliance, or branch banking.

Experience in managing liability product operations or process transformation preferred.

Min Exp: 10 years

Max Exp: 15 years

Experience Level

Mid Level