Job Description

Senior Manager - Head of Product

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

The Senior Manager of Product (Digital Channels) is a senior product leader responsible for shaping, delivering, and governing the roadmap for ClaimPilot Connect, Davies’ integrated communication and interaction management platform that serves as the telephony, omnichannel, and communications layer supporting the ClaimPilot ecosystem.
This role ensures ClaimPilot Connect evolves in full alignment with the global product strategy set by the senior product leadership, supports the long‑term platform vision, and integrates seamlessly with ClaimPilot, AI capabilities, workflow orchestration, and broader Group platforms. You will own the global strategy for Digital Channels across telephony, omnichannel communication, call routing, case/event integration, reporting, and analytics — ensuring regional needs (UK&I, NA, and future regions) shape a unified, globally coherent platform.

Key Responsibilities

Key responsibilities Product Strategy and Alignment

• Define and maintain the global Digital Channels product strategy, fully aligned with the global product vision.
• Ensure the platform supports ClaimPilot as the unified global claims platform through integrated communication workflows.
• Represent business, regulatory, and operational requirements from all regions into the global roadmap.
• Drive architectural consistency and shared component reuse across telephony, omnichannel, AI routing, and case communication tooling.

Product Roadmaps & Lifecycle Management

• Own and govern the multi‑year Digital Channels roadmap, ensuring cohesive delivery of telephony, voice, digital channels, reporting, and integration capabilities.
• Translate strategic intent into sequenced, measurable delivery increments for engineering and supporting teams.
• Manage the full lifecycle: discovery, design, scaling, optimisation, and retirement of legacy or fragmented communication tools.
• Ensure consistency with global governance, frameworks, and lifecycle processes defined by the senior product leadership.

Platform Consolidation and Modernisation

• Lead consolidation of telephony and communication tools into a unified global platform leveraging ClaimPilot Connect.
• Drive retirement of regional or third‑party systems (e.g., local telephony providers) where Connect capabilities offer replacement.
• Ensure scalability across global business units while avoiding bespoke divergence.
• Partner with architecture, cyber, AI, data, and engineering leadership to ensure platform resilience, compliance, and performance.

Governance, Controls & Transparency

• Operate within and contribute to global governance rhythms, OKRs, steering forums, and prioritisation cycles.
• Provide clear, data‑driven visibility of roadmap progress, migration outcomes, risks, dependencies, and performance metrics.
• Ensure products comply with global architectural, cyber, security, and AI governance frameworks.
• Support the senior product leadership in preparing materials for Group product governance bodies and investment review.

Stakeholder Engagement & Communication

• Serve as the global product representative for Digital Channels across regional leaders, operations, engineering, and client-facing teams.
• Ensure regional business needs are well understood, balanced against global priorities, and translated into actionable product requirements.
• Communicate strategy, progress, risks, and value outcomes to regional executives and global product leadership.
• Build strong partnerships with Proposition Owners, Group CIO teams, engineering teams, and client stakeholders.

Adoption, Change Enablement & Value Realisation

• Ensure global adoption of ClaimPilot Connect across internal teams and clients.
• Define and track success metrics related to operational efficiency, user experience, migration performance, client outcomes, and platform usage.
• Quantify and evidence value delivered by product initiatives, ensuring alignment to commercial, operational, and strategic objectives.
• Partner with business operations to ensure benefits realisation, including improved cycle times, reduced duplication, and cost‑to‑serve optimisation.

Scope of Influence/Portfolio Coverage
As a Senior Manager of Product for Digital Channels, you have end-to-end ownership of the customer communications and interaction platform, including:

Omnichannel customer & colleague interactions. Voice (inbound/outbound), IVR and intelligent routing, chat, messaging, email, digital channels, and Microsoft Teams telephony integration.

Journey orchestration & AI‑enabled automation. End‑to‑end interaction journeys across channels, including self‑service, AI‑driven routing, and proactive communications.

Interaction quality & intelligence. Interaction recording, quality management, sentiment and conversational analytics to drive continuous improvement in customer and operational outcomes.

Developer experience. Ownership of developer (particularly external) experience across all touchpoints (API design, documentation, onboarding, versioning, and lifecycle).

Governance, resilience & vendor strategy. Product‑level accountability for compliance, data protection, resilience, scalability, and strategic vendor platforms for scope above.

Skills, Knowledge and Expertise

Desirable

• Experience integrating telephony with case management or claims platforms.
• Experience working in multi‑region or global product organisations.
• Familiarity with AI‑enabled routing, conversational AI, or workflow orchestration.
• Exposure to AI‑enabled product development and workflow orchestration.
• Experience in managing product support during M&A integration or platform rationalisation.
• Exposure to global contact centre regulatory requirements.

Leadership Attributes

• Strategic, outcome‑focused, and globally minded.
• Collaborative, innovative, and able to operate confidently across technical and non-technical environments.
• Data‑driven, structured, and commercially aware.
• Strong communicator and influencer.
• Able to simplify complex technology narratives for business audiences.