Product Manager-POS-HO & SUPPORT-POS (Point of Sale)

Kotak Mahindra Bank View all jobs

  • Mumbai, Maharashtra
  • Permanent
  • Full-time
  • 1 day ago
Job Category: Consumer BankDegree Level: Bachelor's DegreeJob Description:The role is responsible for owning and managing end-to-end customer onboarding and product journeys across physical, digital, and assisted channels. The incumbent will drive adoption of POS, Sound Box and QR solutions, ensure smooth post-go-live operations, manage continuous journey enhancements, and enable teams through structured training while ensuring compliance across forms and documentation.1. End-to-End Onboarding Journey Management
  • Own and manage the complete merchant onboarding lifecycle across physical and digital channels.
  • Handle onboarding through multiple mediums including Current Account (CA), 811, Private Banking, and other assisted or specialized channels.
  • Ensure seamless integration, regulatory compliance, and consistent customer experience across all onboarding touchpoints.
2. Product & Journey Adoption
  • Drive and scale adoption of POS, Sound Box and QR solutions.
  • Enable product uptake through Unified and integrated onboarding journeys.
  • Work closely with business, sales, and channel teams to align journey design with business growth objectives.
3. Post Go-Live Support & Issue Management
  • Manage post go-live stabilization, including issue tracking, resolution, and escalations.
  • Act as the single point of contact (SPOC) for journey-related queries and operational issues.
  • Perform root-cause analysis in collaboration with technology, operations, and compliance teams.
4. Training & Enablement
  • Design and deliver training programs for internal teams and channel partners.
  • Conduct regular product and journey trainings on POS, SB, QR, and onboarding workflows.
  • Ensure readiness of frontline, CPC, and support teams during new launches or enhancements.
5. Requirement & Change Management
  • Capture, analyse, and manage new business, operational, or regulatory requirements for existing journeys.
  • Coordinate with stakeholders for prioritization, development, testing, and rollout.
  • Ensure minimal disruption to live journeys while introducing enhancements.
6. Forms & Documentation Governance
  • Own modifications and version control for AOF, AMF, and QR forms.
  • Manage timely updates on the intranet, ensuring regulatory and operational compliance.
  • Conduct structured training sessions for CPC and operations teams on updated forms and processes.
Key Skills & Competencies
  • Strong understanding of digital & physical onboarding journeys
  • Knowledge of payments, POS, SB and QR products
  • Experience in journey ownership, go-live management, and stabilization
  • Stakeholder management across business, tech, and ops
  • Training and change management capability
  • High attention to compliance, documentation, and process governance
Experience & Qualifications (Indicative)
  • Experience in banking, payments, digital products, or journey management
  • Exposure to retail or consumer banking onboarding journeys
  • Experience working with cross-functional teams in a regulated environment
Responsibilities: * Benchmark industry trends and best practices to maintain a competitive and innovative app.
  • Design and continuously refine mobile journeys (onboarding, transactions, service, engagement, etc.).
  • Own full lifecycle: ideation → requirements → design → development → testing → release → post-release optimization.
  • Track key KPIs (DAUs/MAUs, crash rates, loading times, drop-offs, NPS, CSAT, conversion rates). Run A/B tests and experiments to improve user experience and funnel outcomes.
  • Work with Analytics & Marketing teams to build in-app engagement campaigns and lifecycle communications.
  • Ensure compliance with security, risk, and regulatory requirements.
  • Manage external vendors, audits, and regulatory compliance.
Qualifications:1. Graduate/ Post graduate with 8+ years of experience in the Banking Domain.

Kotak Mahindra Bank