Suvidhaa Infoserve - Product Manager

Detailed Responsibilities :

- Product Management (50% divided as below)

Product Strategy (20%) :

- Develop and champion a product vision, product strategy and product roadmap in support of corporate goals and objectives.

- Use customer & market research, customer and user feedback, customer usage and competitive analysis to identify new product opportunities and enhancements.

- Work with multiple functions to build and evaluate business cases to support product investment decisions.

- Present and clearly articulate product strategy to company leadership.

Product Discovery and Definition (60%) :

- Own the product discovery process.

- Collaborate with the business, user experience and engineering teams during discovery to assess value, usability and feasibility of product features.

- Specify, prioritize and communicate high level and detailed product specifications using written specifications, business rules, flows and use cases as well as user experience generated deliverables such as prototypes, wireframes and design and copy documents.

- Manage partner relationships, identifying necessary and/or desirable third-party features; evaluating and selecting vendors, negotiating agreements and contracts, and managing partnership integration

- Manage third-party dependencies and secure necessary engagement / resource alignment for the creation of co-developed product features

Product Implementation, Deployment and Support (20%) :

- Engage frequently with engineering during implementation; be available to quickly answer questions that arise during implementation and to make scope tradeoff decisions.

- Work closely with Marketing and/or the Business to launch products and ensure their adoption.

- Coordinate post-launch activities to validate that the product works as designed and that operational processes dependent on the feature successfully complete acceptance testing

- Manage the development of training materials and train users on new product features, support business users and manage close-loop feedback cycles to encompass customer/user comments and needs into better product experience.

- Define, track and improve key product metrics.

Product Support Management (50% divided as below) :

Owner of Product and Business support (60-70%) :

- Serve as the go-to person for internal customers, providing the first line of defense for all support items

- Analyze issue for root cause and categorize: define as Product or Business Support (bug, enhancement or user error)

- Own the overall support process and engage engineering support as needed

- Act a liaison between engineering support and internal customers

Product Support :

- Lead the Product Support process, which includes bug resolution associated with a product, system or tool in production (post launch)

- Analyze, triage, respond to and track user inquiries for functional and non-functional user issues to ensure expeditious resolution

- Identify, replicate and log issue details

- Prioritize and track issues

- Lead weekly meetings with Business/PM and Engineering Support teams to prioritize and review all outstanding issues

- Partner with Engineering, Product Management and Business stakeholders to troubleshoot issues

- Identify if workaround exists and apply common workarounds

- Works with PM to defines requirements for issue resolution

Resolve Issues :

- Track and monitor resolution; provide regular reporting/analysis

- Ensure issues are addressed in a timely manner

- Manage internal escalation and resolution of issues

- Communicate resolution (fixes and workarounds)

Business Support :

- Business Support : includes investigation, user education of product, tool or system. May include small product enhancements.

- Works with PM to defines requirements for enhancements

- Educate internal customers on user related issues related; identify training opportunities

Trend Analysis (15-20%) :

- Analyze business and support issues to identify trends and suggest future enhancement and improvement opportunities

- Summarize common themes and recommend action plan to address root cause for reoccurring support issues

- Document and report trends regularly to business, product and engineering stakeholders.

Issue Prevention (15-20%) :

- Provide specific feedback and recommendations on support trends and known issue areas in an effort to reduce overall product and business support

- Based on known problem areas, provide specific feedback and recommendations to improve training; identify areas of training that will reduce user related issues due to lack of domain knowledge

- Partner with Product Management and documentation teams to ensure that online help resources are current and relevant

- Recommend and help develop enhancements to online and systems-embedded resources to minimize support levels and ensure adherence to best practices.

- Build knowledge base for common user questions and issues (FAQs)

Required Qualification :

- 2-6 years relevant professional experience required

- At least 2-4 years product/program management, product marketing, project management, business development, management consulting or equivalent experience desired.

- Subject matter or industry expertise preferred but not required.

- Internet, online retail and/or marketing/strategy experience preferred.

- Preferred educational level

- Graduate of an accredited college or university.

- MBA preferred.

About the Company :

Suvidhaa Infoserve (Suvidhaa) is India's largest Payment Management Company with a wide distribution network of over 75000 retail touch points in 2000+ Cities/Towns in India. Founded in the 2007 to offer the common man, a wide range of B2C/G2C services ranging from Rail/Air/Bus ticketing, Renewal Insurance Premium Collection, Utility Bill Payment Services, Telecom/Mobile/DTH Recharges etc., over 300 Brands/Service Providers ride on Suvidhaa's robust B2B S-Commerce- Platform to reach their last mile. In 2011, Suvidhaa revolutionized the Indian Domestic Remittance market with its pioneering Cash2Bank Model partnering with Yes Bank & later with Axis Bank (2012). In just 3 years & with over 1mn transactions a month, Suvidhaa has not just become the largest non-bank Remittance Service Provider in India but has also created a whole new industry with several Banks & over 35 non-bank entities entering the fray employing over 100,000 direct & indirect workforce. Today, Suvidhaa's globally acknowledged truly - inclusive model- offers convenience to over 25 mn unique Customers in India annually. Suvidhaa has now entered the Global remittance market with its innovative SuviRemit platform.

September 2013 saw Suvidhaa launching the country's first, Open Loop B2B Prepaid Card Program ie., Channel Card, exclusively for Suvidhaa Retailers partnering with Central Bank of India & MasterCard. Channel Card opens up a whole universe of Service Providers who have an online presence but are not connected with Suvidhaa's platform and has since been received very well by Suvidhaa Retailers. Last year, Suvidhaa also set its foot in the B2C landscape with www.suvidhaa.com with an aim to offer utmost convenience to those who transact online and more recently, the Suvidhaa App was published on Google Play Store, so as to leverage on the growing Android-friendly population & making convenience more ubiquitous.

Suvidhaa was conceived, promoted & seed funded by its Founder & Chairman, Mr. Paresh Rajde & was angel funded by Mr Shapoorji Pallonji Mistry, Chairman of one of India's leading Business Group. Suvidhaa was further-on venture funded by NVP (USA), Reliance Capital (ADAG Group), IFC (World Bank Group) and M/s. Mitsui & Co. Mr Rajde has been acknowledged for his pioneering contributions to Service Commerce across the world, such as the Institute of Chartered Accountants of India (ICAI) instituted, the Business Achiever (SME) Award 2010, the Inclusive Business Leader Award 2011 by IFC & Mr Rajde was also featured as the - Inclusive Business Leader- in IFC's Report released in Oct 2012 titled - Being the Change: Inspiring the Next Generation of Inclusive Business Entrepreneurs impacting the Base of the Pyramid- . Suvidhaa has been recognized as the - Most Trusted Retail Services Brand- as per The Brand Trust Report - India Study 2013

Please send your resume with the CTC details

Team HR