Product Manager - pos - ho & Support - pos (point Of Sale)

Customer Onboarding Manager

The role is responsible for owning and managing end-to-end customer onboarding and product journeys across physical, digital, and assisted channels. The incumbent will drive adoption of POS, Sound Box and QR solutions, ensure smooth post-go-live operations, manage continuous journey enhancements, and enable teams through structured training while ensuring compliance across forms and documentation.

Responsibilities

1. End-to-End Onboarding Journey Management

• Own and manage the complete merchant onboarding lifecycle across physical and digital channels.
• Handle onboarding through multiple mediums including Current Account (CA), 811, Private Banking, and other assisted or specialized channels.
• Ensure seamless integration, regulatory compliance, and consistent customer experience across all onboarding touchpoints.

2. Product & Journey Adoption

• Drive and scale adoption of POS, Sound Box and QR solutions.
• Enable product uptake through unified and integrated onboarding journeys.
• Work closely with business, sales, and channel teams to align journey design with business growth objectives.

3. Post Go-Live Support & Issue Management

• Manage post go-live stabilization, including issue tracking, resolution, and escalations.
• Act as the single point of contact for journey-related queries and operational issues.
• Perform root-cause analysis in collaboration with technology, operations, and compliance teams.

4. Training & Enablement

• Design and deliver training programs for internal teams and channel partners.
• Conduct regular product and journey trainings on POS, SB, QR, and onboarding workflows.
• Ensure readiness of frontline, CPC, and support teams during new launches or enhancements.

5. Requirement & Change Management

• Capture, analyze, and manage new business, operational, or regulatory requirements for existing journeys.
• Coordinate with stakeholders for prioritization, development, testing, and rollout.
• Ensure minimal disruption to live journeys while introducing enhancements.

6. Forms & Documentation Governance

• Own modifications and version control for AOF, AMF, and QR forms.
• Manage timely updates on the intranet, ensuring regulatory and operational compliance.
• Conduct structured training sessions for CPC and operations teams on updated forms and processes.

Qualifications

Key Skills & Competencies

• Strong understanding of digital & physical onboarding journeys
• Knowledge of payments, POS, SB and QR products
• Experience in journey ownership, go-live management, and stabilization
• Stakeholder management across business, tech, and ops
• Training and change management capability
• High attention to compliance, documentation, and process governance

Experience & Qualifications (Indicative)

• Experience in banking, payments, digital products, or journey management
• Exposure to retail or consumer banking onboarding journeys
• Experience working with cross-functional teams in a regulated environment

Job Info

Job Identification 231449

Job Category Consumer Bank

Locations Kotak Infiniti, Building No. 21, Mumbai, Maharashtra, 400097, IN