Job Title:  T&T- Customer | CS&D- PM/BA | Bengaluru | Manager

The team

Customer has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Key Responsibilities:

As a Manager in our Customer Team, you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: -

Program Leadership & Strategy:

• Define program vision, scope, objectives, and success metrics aligned with business strategy.
• Build multi‑year roadmaps, sequencing of projects/workstreams, and interdependency plans.
• Drive benefits realization (cost, revenue, risk reduction, CX), ensuring traceability to business cases.

Governance & Delivery Assurance:

• Establish governance structures: SteerCo, Working Groups, RAID (Risks, Assumptions, Issues, Dependencies) management, change control.
• Create and manage integrated program plan, milestones, and critical paths across multiple vendors/teams.
• Ensure adherence to SDLC/Agile standards, regulatory/compliance checks, and internal audit requirements.

Stakeholder & Vendor Management:

• Act as primary liaison between Business, Technology, Operations, Risk, Compliance, and external vendors/SIs.
• Lead executive updates, decision logs, and escalation management; influence outcomes with data and clear options.
• Manage vendor contracts/SOWs, commercials, and performance against SLAs/OLAs.

Financials & Resourcing:

• Own program budget, forecasting, variance analysis, and financial approvals.
• Plan and allocate capacity; build the right mix of in‑house and partner resources.

Risk, Compliance & Controls:

• Embed regulatory and risk considerations in program design (KYC/AML, payments compliance, data privacy).
• Maintain audit‑ready documentation; ensure evidence for controls/testing is captured.

Execution Excellence:

• Oversee cross‑workstream delivery (core banking, digital, payments, data/analytics, integrations).
• Ensure high‑quality deliverables: BRD/FSD, solution designs, test strategies, migration/rollout plans.
• Direct major cutovers, releases, and post‑implementation stabilization with defined success criteria.

Product Vision & Strategy:

• Define and own the product roadmap for payments, covering domestic, cross‑border, and real‑time payment services.
• Understand market trends, regulatory changes, and customer needs to shape product evolution.
• Identify opportunities to enhance payment efficiency, compliance, scalability, and customer experience.
• Cross-Functional Leadership: Partner with Scrum teams, UI/UX designers, risk, legal, and compliance officers.
• Regulatory Alignment: Ensure all digital workflows and features meet banking security standards, eKYC guidelines, and regional financial regulations.

Backlog Ownership & Requirements:

• Own the product backlog, prioritize features based on business value, risk, and strategic alignment.
• Convert business needs into clear Epics, User Stories, and acceptance criteria for Agile squads.
• Conduct regular backlog refinement, ensuring requirements are understood and ready for development.
• Collaborate with BA/Architect teams to define functional and non-functional requirements.
• Sprint Execution: Lead sprint planning, daily stand-ups, and user acceptance testing (UAT) to deliver functional release

Location and way of working:

• Base location: Bangalore 
• Education: Professional Qualification - B.E./B.Tech/MCA/MBA/MS
• This profile involves occasional travelling to client locations.
• Hybrid is our default way of working. Each domain has customized the hybrid approach to their unique needs.