Product Manager Automation

Position Summary:

The role is responsible for driving automation initiatives (RPA and basic AI/ML–enabled workflows) across the bank, while also supporting IVR-related projects through data, insights, and light coordination work. The primary focus is to streamline operational processes through automation and provide analytical support for IVR journey improvements, ensuring smooth execution of product initiatives.

Key Responsibilities

• Identify opportunities for RPA and AI-driven automation within CX and Operations.
• Prepare BRDs/PRDs for automation workflows, documenting business requirements clearly.
• Coordinate with RPA/AI development teams (internal & external) to design and deliver automation solutions.
• Lead UAT, validate automated workflows, and oversee successful production deployment.
• Monitor BOT performance, exceptions, failures, and outages; maintain logs and drive timely resolution.
• Continuously optimize and enhance automation processes based on performance data and user feedback.
• Ensure automation activities comply with audit, governance, and security standards.
• Maintain updated datasets required for automation performance tracking and IVR analytics.
• Provide on-demand data and insights to enable decision-making for both automation and IVR projects.
• Build and manage dashboards for BOT performance, cost savings, efficiency metrics, and SLA tracking.
• Support IVR projects by providing data-driven insights (containment, drop-offs, errors, routing issues).
• Assist in preparing documentation (PRDs/BRDs) for IVR enhancements when needed.
• Coordinate with IVR vendors/technology teams during testing and deployment of call flow changes.
• Support user research and customer behavior analysis for IVR improvement initiatives.

Knowledge and Experience

Education:

Minimum Bachelors from any reputable institute

Experience:

3 - 7 years in all or some of following: Product Development, Robotic Process Automation, Call Center Operations, Analytics