Senior Product Lead

Overview

Own a defined product area within the Payment Exceptions & Investigations (PEX) product stream, leading its product lifecycle from discovery through delivery, adoption and continuous optimisation. Also lead the development of customer reporting capability for the Payments Domain as part of the Payments Channel and Reporting Crew.

What you'll do

• Own and evolve the product vision, outcomes and roadmap for a defined Payment Exceptions & Investigations product area, aligned to the overall PEX product strategy.
• Deeply understand customer, colleague and operational problems through discovery, data, research and engagement with frontline and operational teams.
• Translate problems into clearly defined product opportunities, measurable outcomes and prioritised initiatives.
• Own squad-level prioritisation and roadmap decisions, balancing customer value, operational efficiency, risk, technology, delivery constraints and expected business outcomes.
• Lead discovery and delivery of reusable product capabilities that contribute to the broader PEX target state rather than point solutions.
• Shape simple experiences for customers, bankers, investigators and payment operations colleagues within your product area.
• Partner closely with Engineering and Architecture on product and engineering trade-offs, feasibility, sequencing, integration and delivery confidence.
• Identify opportunities to move journeys from manual handling toward assisted resolution and straight-through processing where policy, evidence and controls support it.
• Explore practical applications of automation and AI for use cases such as context reconstruction, classification, summarisation, investigation support, next-best-action and response drafting.
• Ensure AI-enabled and automated outcomes are explainable, evidence-backed, auditable and appropriately bounded by human accountability and risk controls.
• Use customer, operational and product data to understand product performance, identify recurring pain points and continuously optimise outcomes.
• Define and own measurable product outcomes, which may include resolution time, straight-through-processing rate, repeat contact, touches per case, queue ageing, SLA performance, customer-update timeliness, control effectiveness and colleague adoption.
• Embed risk, controls, regulatory and operational resilience considerations throughout discovery, design, delivery and ongoing product management.
• Lead and develop Product Managers within your squad/product area and contribute to strong product discipline across the broader PEX stream.
• Partner with other PEX Product Leads and Product Managers to manage dependencies and deliver consistent end-to-end customer and colleague outcomes.
• Develop and deliver customer reporting capability for the Payments Domain, including delivery of reports, modernisation of existing reporting capabilities and development of the strategic roadmap for future state delivery.
• Lead a team of engineering experts, creating a psychologically safe, inclusive, accountable and high-performance culture, and work collaboratively within and across Crews.

What you'll need

• 11+ years of experience
• B.Tech
• Strong product management and product leadership experience, with a track record of taking complex products from discovery through delivery, adoption and continuous optimisation.
• Payments domain knowledge, ideally across Australian domestic and/or international payments, payment processing, exceptions or servicing.
• Understanding of, or ability to develop strong knowledge of, payment ecosystems such as NPP, BECS/Direct Entry, BPAY, RTGS/HVCS, SWIFT and international/correspondent banking.
• Experience with payment investigations, trace and recall, returns, repairs, failed payments, mistaken payments or related exception-servicing journeys.
• Experience with complex workflow, case-management, servicing, operational or platform products, preferably within a regulated financial-services environment.
• Strong product discovery, customer research, roadmap, prioritisation and lifecycle-management disciplines.
• Ability to turn complex customer and operational problems into simple product propositions and pragmatic delivery increments.
• Comfort making evidence-based trade-offs across customer value, operational outcomes, technology, risk and delivery considerations.
• Strong partnerships across Product, Technology, Operations, Risk and customer-facing teams.
• Understanding of risk, controls and operational resilience, and the ability to embed them into product decisions rather than treating them as downstream gates.
• Curiosity about automation, AI and emerging technologies, and the ability to identify where they create genuine customer or operational value.
• Ability to coach Product Managers, create clarity through ambiguity and build collaborative, outcome-focused teams.

Details

• Location: Bangalore
• Reporting line: Dhivya Elanchezhian, Senior Product Capability Lead
• Advertising end date: 29/11/2026