Prod Mgr-Prod Support

Job Description : A) Product manager is responsible to manage escalations, understand the reasons for escalations and help product to improve the product by giving specific feedback about the reason for the escalation. B) Define standard process and matrixes to address the escalations. C) Design and develop the product communication targeting the customers. D) Product Manager is Responsible for providing solution to customers complaints/queries maintaining customer satisfaction within defined TAT. E) Proper Understanding of Product and reasons behind complaints that are lodged. F) Monitor end-to-end Complaints management process and explore solutions to increase productivity which will help in reducing number of complaints from various channels i.e. Branch/GRC/Escalated/MD Desk etc. G) Proper Understanding of all Digital Products and process which will help in transferring of proper knowledge to other team mates when required. H) Manage escalations to improve workflows and minimize points of friction. I) Ensure to provide solution to customers issues within defined TAT.J) Bucketing, Analyzing and prioritizing customer complaints in order to find their solution and monitor its replications if any. K) Address queries and provide optimum solution to build & maintain strong relationship. L) Provide operational support and guidance to staffM) Maintain accurate and clear documentation for procedures and activities. N) Working in compliance with company policies and procedures. O) Handle end to end UPI fraud Process. P) Maintain constant communication with the management and Team, to ensure operations of UPI frauds. Q) Analyzing queries and finding Long-term solution that further the company's overall goals. Skills A) Good written and verbal communication B) Strong Excel Skill