Job Requirements Role/ Job Title: Senior Product Manager-Current Account

Function/ Department: Retail Liabilities

Job Purpose: To lead the development, enhancement, and management of the Current Account product offerins, ensuring alignment with customer needs, regulatory requirements, and business goals. The role involves cross-functional collaboration to drive customer acquisition, and retention.

Role & Responsibilities:

- Branch Team Enablement and experience: Own and address Current Account opening and servicing queries raised by Front end teams/Customer service teams, ensuring clear, accurate and consistent resolution.
- Query & Root-Cause Analysis: Analyse recurring queries to identify process gaps, ambiguity and scenarios not adequately covered in existing SOPs or systems.
- Customer SRs, Escalations & Complaints: Analyse Current Account-related customer Service Requests (SRs), escalations and complaints to identify recurring pain points and root causes, and work with relevant teams to drive improvements across processes and technology.
- SOP Strengthening: Partner with Product, Operations, Process, Compliance and Technology teams to strengthen SOPs and ensure comprehensive coverage of CA opening and servicing scenarios.
- Knowledge Management: Create, review and continuously enhance Current Account Knowledge Articles, ensuring content is accurate, up-to-date, simple and easy for Field teams to use.




- KAI Response Quality: Review CA-related responses on KAI and drive improvements in accuracy, completeness and relevance by strengthening the underlying knowledge base.
- Drive Self-Service: Convert recurring Field and customer queries into SOP, Knowledge Article, technology and KAI-led solutions, progressively reducing manual intervention.
- Continuous Improvement: Track trends across Field queries, SRs, escalations and complaints to proactively identify opportunities for process simplification, technology enhancements and better customer/Field experience.

Ideal Candidate

- Solid understanding of Current Account opening and servicing processes.
- Strong analytical and structured problem-solving skills with a root-cause and improvement mindset.
- Ability to translate Field/customer pain points into actionable process and technology improvements.
- Strong stakeholder management and written communication skills.
- Adept at Microsoft Office, particularly Excel and PowerPoint, for data analysis, trend identification, MIS and management presentations.
- Ability to create clear, structured and user-friendly SOPs and Knowledge Articles.
- Comfortable working with AI/digital knowledge platforms and driving adoption of self-service solutions.

Qualifications: Graduate – Any Post Graduate – Any

Years of Experience: 5+

📌 Product Manager-Current Account (Mumbai)
🏢 IDFC FIRST Bank
📍 Mumbai