IT Product Manager - Call Centre Management

Job Overview:

• Product Development & Strategy

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• Lead the development and enhancement of Axis Max Life Insurances digital products across e-commerce platforms, including websites and mobile apps.
• Define and execute the product roadmap in alignment with business goals, customer needs, and market trends.
• Collaborate with stakeholders to prioritize features and ensure that digital products meet customer expectations and deliver business value.

• Call Centre Management:

• Lead, monitor, and optimize the day-to-day operations of the digital insurance call centre
• Establish clear KPIs for lead handling, follow-ups, FTR (First Time Resolution), and TAT (Turn Around Time).
• Liaise with BPO/tele-calling vendors, ensuring SLA adherence and consistent delivery quality.
• Analyze lead flow patterns (warm, hot, cold) and create tailored contact strategies.
• Collaborate with Business teams to improve funnel quality and call scripting.
• Drive initiatives to improve conversion ratios, lead scoring models, and retargeting efforts.
• Design and drive integration of AI-powered chatbots to support pre-qualification, query resolution, and follow-ups.
• Identify touchpoints for seamless bot-to-agent handoffs and personalization triggers.
• Partner with product/tech teams to improve system integrations, including CRM, dialers, and campaign management tools.
• Conduct RCA on leakage points and implement improvement loops using data.
• Stay updated on industry trends in tele-sales, conversational AI, and digital insurance buying behavior.

• Release Management

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• Own the end-to-end release management process, ensuring smooth and timely product releases, including managing release schedules, coordination with engineering and QA teams, and ensuring product readiness for launch.
• Oversee the successful rollout of new features and product updates, managing risks and ensuring minimal disruption to the user experience.
• Develop and manage detailed release plans, track progress, and communicate release status to all relevant teams.
• Ensure that all product releases are well-documented, tested, and meet regulatory and quality standards before going live.

• Customer-Centric Focus

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• Lead customer research, usability testing, and feedback collection to continuously improve the user experience and refine the product offering.
• Use data-driven insights, A/B testing, and customer feedback to identify opportunities for optimization and new feature development.

• Cross-functional Collaboration

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• Work closely with development, design, marketing, sales, and operations teams to deliver seamless product launches and updates.
• Collaborate with the UX/UI design team to ensure the product interface is intuitive and provides an outstanding customer experience.
• Ensure alignment of product goals across teams, and communicate effectively to stakeholders regarding product progress, challenges, and updates.

• Agile Project Management

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• Lead and participate in Agile ceremonies (sprints, stand-ups, retrospectives) to drive product development and ensure timely delivery of features.
• Maintain and prioritize the product backlog, ensuring that the most impactful features and enhancements are delivered on time.

Qualifications:

• Educational Background

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• Bachelor's degree in Business, Marketing, Engineering, Computer Science, or a related field. An MBA or equivalent advanced qualification is a plus.

• Experience

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• 3+ years of experience in product management, preferably in e-commerce, digital products, or consumer technology.
• Proven experience in release management, including managing product launches and ensuring seamless deployment.
• Experience in financial services, insurance, or a similar highly regulated industry is a plus.
• Proven experience in managing lead-to-sale journeys with measurable results.
• Strong understanding of CRM platforms (e.g., Salesforce, Leadsquared, Zoho) and dialer technologies.
• Experience with chatbot platforms

• Skills

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• Strong understanding of e-commerce platforms, digital product management, and customer journey mapping.
• Excellent project management skills, with experience leading cross-functional teams to successfully launch products.
• Expertise in release management, including planning, scheduling, testing, and post-launch support.
• Proficiency in using product management and project management tools (e.g., Jira, Aha!, Confluence, Trello).
• Analytical mindset with comfort in using dashboards and drawing actionable insights.
• Strong written and verbal communication skills, with the ability to clearly convey technical concepts to non-technical stakeholders.

• Core Competencies

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• Customer-first mindset with a passion for delivering exceptional user experiences.
• Strong analytical skills with the ability to turn data insights into actionable product decisions.
• Ability to lead teams in an Agile environment, manage multiple priorities, and drive results.
• Excellent collaboration and interpersonal skills, able to work effectively with diverse teams and stakeholders.

Preferred Skills

• Experience with A/B testing, conversion rate optimization (CRO), and other digital product optimization techniques.
• Familiarity with Agile/Scrum methodologies and tools such as Jira, Confluence, and other sprint management tools.
• Experience in the financial services or insurance industry is highly preferred.