Product Owner

Description of the role

To lead and manage the digitization and automation of customer servicing journeys and operational workflows on CRM. The role is responsible for driving the roadmap, prioritization, and delivery of servicing, onboarding, KYC, workflow orchestration, and fulfillment capabilities to improve operational efficiency and customer experience.

Responsibilities

• Define and manage the roadmap and backlog for customer servicing and workflow automation capabilities on CRM.
• Lead the implementation and evolution of onboarding, KYC maintenance, servicing, and operational workflow journeys.
• Drive automation and digitization of customer and branch servicing processes through CRM capabilities.
• Oversee service request management, workflow orchestration, case management, and fulfillment integration initiatives.
• Enable straight-through processing (STP) and automated fulfillment status synchronization through enterprise integrations.
• Collaborate with business, operations and technology stakeholders to define and prioritize servicing initiatives.
• Ensure optimized and scalable operational workflows aligned with customer and operational needs.
• Manage squad delivery priorities and support resolution of operational and technical dependencies.
• Monitor squad delivery progress and ensure readiness for testing, deployment, and rollout activities.
• Ensure adherence to architecture, security, operational, and compliance standards across squad deliverables.
• Foster an agile, delivery-focused, and customer-centric squad culture.

Qualifications and skills

• 8-10 years of experience in CRM servicing, workflow automation, operational transformation, or digital journey delivery within banking or large enterprises.
• Strong understanding of customer servicing models, workflow orchestration, onboarding journeys, and operational process automation.
• Experience working within agile delivery models and managing product backlogs and roadmaps.
• Familiarity with enterprise integrations, APIs, and data synchronization models.
• Strong analytical and problem-solving capabilities.
• Ability to translate business needs into scalable platform capabilities.
• Strong stakeholder management and communication skills.
• Experience collaborating with cross-functional teams including business, architecture, engineering, and operations.
• Strong prioritization, planning, and delivery management capabilities.
• Customer-centric mindset with focus on scalable platform evolution and business value realization.