IIFL - Senior Product Manager (5-15 yrs)

Role Overview:

- As a Senior Product Manager - Digital (Customer Service), you will be responsible for driving the strategy, development, and execution of digital products and solutions related to enhancing the customer service experience.

- You will work closely with cross-functional teams including technology, operations, and business stakeholders to deliver best-in-class digital experiences that improve customer satisfaction and drive business growth.

Key Responsibilities:

- Lead the ideation, prioritization, and roadmap development of digital products and features focused on customer service, including chatbots, mobile apps, web portals, and ticketing systems.

- Collaborate with internal teams and external partners to gather requirements, define user stories, and drive product development efforts from concept to launch.

- Conduct market research, competitive analysis, and customer feedback analysis to identify opportunities for product innovation and differentiation.

- Define and track key performance indicators (KPIs) to measure the success and effectiveness of digital products and initiatives related to customer service. Having the experince in the LAP & LMS.

- Work closely with technology teams to ensure timely and high-quality delivery of product features, adhering to agile development methodologies.

- Drive user acceptance testing (UAT) and gather feedback from stakeholders to iterate and improve product functionality and usability.

- Provide leadership and mentorship to junior product team members, fostering a culture of innovation, collaboration, and continuous improvement.

Requirements:

- Bachelor's degree from a Tier 1 or Tier 2 college/university; MBA or equivalent preferred.

- 5-8 years of experience in product management, with a strong focus on digital product development and delivery.

- Experience in the LAP/LMS.

- Strong analytical skills and ability to leverage data-driven insights to inform product decisions and drive business outcomes.

- BFSI Industry preferred.