Key Responsibilities :

- 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.

- Solid 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

- Strong written communication skills

- Ability to drive cross-functional initiatives

📌 Product Manager_CREDIT CARD (Maharashtra)
🏢 Kotak Securities
📍 Maharashtra