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, customerfirst 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 Cust360 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 crossfunctional workshops that promote Cust360 adoption, process decongestion, and challenge the "asis" way of working.
Act as a bridge between business, operations, technology, and compliance to ensure aligned, customerfocused 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 Cust360 insights into process improvements.
Demonstrate success through decongested, simplified, and customercentric processes that elevate satisfaction, loyalty, and retention.

• Proven experience in process re-engineering and customer-centric design.
• Strong leadership and collaboration skills for cross-functional engagement.
• Excellent understanding of regulatory standards and compliance.
• Ability to translate business needs into actionable documentation.
• Experience in facilitating workshops and driving process improvements.
• Analytical mindset with a focus on efficiency and customer success metrics.
• Strong communication and presentation skills.
• Proficiency in relevant software and tools for process documentation.
• Ability to work independently and manage multiple projects.
• A passion for innovation and a customer-first approach.

• Review and optimize processes to eliminate inefficiencies, focusing on customer value.
• Act as a process innovator, questioning traditional methods and introducing customer-first practices.
• Design efficient workflows to enhance speed, compliance, and customer success metrics.
• Translate business requirements into customer-centric BRDs, PRDs, and user stories.
• Streamline and prioritize requirements for maximum impact on efficiency and customer experience.
• Facilitate cross-functional workshops to promote process decongestion and Cust360 adoption.
• Bridge the gap between business, operations, technology, and compliance for aligned delivery.
• Maintain strong governance over change requests, ensuring regulatory compliance.
• Track transformation progress through efficiency and customer success KPIs.
• Embed Cust360 insights into process improvements, demonstrating measurable business and customer outcomes.