Manager – Liability Process & Customer Experience| Mumbai

• The Manager – Liability Process & Customer Experience is responsible for driving process governance, compliance monitoring, SOP creation, channel support, and portfolio eligibility management for the bank’s liability products.

• The role ensures strong process adherence across branches, supports LDR/ODFD operations, manages complaints with timely resolutions, and oversees periodic portfolio clean ups to maintain regulatory and policy compliance.

Responsibilities

• Manage SOP creation, review, and communication for liability products including Savings, Current Accounts, & Term Deposits, ensuring effective branch adoption.

• Handle migration‑related queries by coordinating with IT and ops to validate data and resolve discrepancies.

• Manage end‑to‑end liability exception cases covering product deviations, rate exceptions, and account corrections, and recommend preventive improvements.

• Oversee LDR/ODFD portfolio monitoring, interest validation, and eligibility checks.

• Act as the central support for branch queries on systems, products, FC matters, and TD bookings.

• Manage CMS, Ombudsman, and MD Desk complaints with RCA and timely closure.

• Conduct portfolio screening, product conversions, and risk‑based clean‑ups including high cheque‑return and high cash transaction accounts.

• Manage CASA and TD interest rate implementation and validate system execution.

Qualifications

Education Qualification: Graduate/Post‑Graduate in Finance, Commerce, Business Administration, or related field.

Professional Experience: Experience in liability operations, process management, banking compliance, or branch banking.

Experience in managing liability product operations or process transformation preferred.

Min Exp: 10 years

Max Exp: 15 years