Sky Service Design - Team Leader-Sky Channel-Product Manager

Responsibilities:

. Review and reengineer processes to remove bottlenecks, duplications, and inefficiencies (process decongestion) while ensuring every step adds customer value. Think Solution for decongesting bank channel & simplification for customers.
. Act as a process challenger, questioning legacy norms and introducing innovative, customer first practices anchored in the Customer 360 journey.
. Design decongested workflows that improve speed, compliance, and customer success metrics.
Business Analysis & Documentation
. Translate business needs into customercentric BRDs, PRDs, and user stories that directly strengthen Cust
360 capabilities and enable proactive service.
. Ensure all requirements are streamlined, decongested, and prioritized for maximum impact on efficiency and customer outcomes.
Stakeholder Collaboration & Engagement
. Facilitate cross functional workshops that promote Cust
360 adoption, process decongestion, and challenge the 'asis' way of working.
. Act as a bridge between business, operations, technology, and compliance to ensure aligned, customer focused delivery.
Governance & Quality
. Maintain strong governance around change requests, ensuring simplified and decongested processes comply with regulatory standards.
. Track transformation progress with dual focus: efficiency KPIs (cost/time savings, automation) and customer success KPIs (NPS, digital adoption, satisfaction).
. Drive version control, approvals, and documentation that reflect evolving customer expectations.
Impact Delivery
. Deliver measurable business and customer outcomes by embedding Cust
360 insights into process improvements.
. Demonstrate success through decongested, simplified, and customercentric processes that elevate satisfaction, loyalty, and retention.