Description

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.

- 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.

- 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.

- 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
- Robust written communication skills
- Ability to drive cross-functional initiatives

📌 Product Manager_CREDIT CARD (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai