Manager – Liability Process & Customer Experience| Mumbai

About the role

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.

What you'll do

• 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
• 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

What you need

• 10–18 yrs of experience
• SOP writing
• Root cause analysis
• Communication
• B.Com or BBA