Product Manager

Sky Service Design - Team Leader-Sky Channel-Product Manager

Responsibilities:

• Review and re‑engineer processes to remove bottlenecks, duplications, and inefficiencies (process decongestion) while ensuring every step adds customer value. Think Solution for decongesting bank channel & simplification for customers.
• Act as a process challenger, questioning legacy norms and introducing innovative, customer‑first practices anchored in the Customer 360 journey.
• Design decongested workflows that improve speed, compliance, and customer success metrics.
Business Analysis & Documentation
• Translate business needs into customer‑centric BRDs, PRDs, and user stories that directly strengthen Cust360 capabilities and enable proactive service.
• Ensure all requirements are streamlined, decongested, and prioritized for maximum impact on efficiency and customer outcomes.
Stakeholder Collaboration & Engagement
• Facilitate cross‑functional workshops that promote Cust360 adoption, process decongestion, and challenge the “as‑is” way of working.
• Act as a bridge between business, operations, technology, and compliance to ensure aligned, customer‑focused delivery.
Governance & Quality
• Maintain strong governance around change requests, ensuring simplified and decongested processes comply with regulatory standards.
• Track transformation progress with dual focus: efficiency KPIs (cost/time savings, automation) and customer success KPIs (NPS, digital adoption, satisfaction).
• Drive version control, approvals, and documentation that reflect evolving customer expectations.
Impact Delivery
• Deliver measurable business and customer outcomes by embedding Cust360 insights into process improvements.
• Demonstrate success through decongested, simplified, and customer‑centric processes that elevate satisfaction, loyalty, and retention.