Product Manager-POS-HO & SUPPORT-POS (Point of Sale)

M4/M5 – Product Manager - TSP Compliance
Department: Consumer Bank – Merchant Acquiring : POS
Reports To: Sushant Kirloskar

Role Purpose

The Product Manager – TSP Compliance is responsible for end‑to‑end management of Technology Service Providers (TSPs) supporting POS and Soundbox terminals. The role ensures availability of devices, vendor compliance, SLA adherence, regulatory alignment, and seamless BAU operations, while closely coordinating with Sales, Service, Risk, Compliance, and Technology teams.

Key Responsibilities

1. Device & Inventory Management

• Manage POS and Soundbox inventory across multiple TSP partners to ensure uninterrupted terminal availability.
• Maintain optimal stock levels to avoid shortfall and concentration risk with any single vendor.
• Monitor deployment, retrieval, and lifecycle management of terminals deployed at merchant locations.

2. Vendor & Compliance Management

• Own vendor code management for all Technology Service Providers, ensuring full compliance with:
  • Bank’s Operational Risk Management (ORM) and Information Risk Management (IRM) frameworks
  • Regulatory requirements and internal vendor governance policies
• Manage vendor onboarding on internal bank systems and conduct annual vendor reviews.
• Ensure complete disclosure and compliance of sub‑contractors engaged by TSPs.
• Manage TSP agreements, including documentation, renewals, amendments, and compliance sign‑offs.

3. Billing & Commercial Coordination

• Coordinate with internal Billing and Finance teams to ensure timely bill processing and payouts to TSP partners.
• Resolve billing discrepancies and prevent payment delays that could impact services.

4. Audit, Risk & Regulatory Oversight

• Ensure all audit observations and regulatory requirements related to TSPs are addressed within defined timelines.
• Act as a single point of contact for internal audits, compliance reviews, and risk assessments related to vendor operations.

5. BAU Operations & Stakeholder Coordination

• Maintain regular engagement with TSP partners to ensure smooth BAU operations.
• Coordinate with Sales teams and TSPs to resolve terminal‑related issues faced at merchant locations.
• Ensure prompt issue resolution with minimal merchant impact.

6. SLA Management & Escalations

• Ensure SLA adherence by all TSP partners, including timely installation, de‑installation, and servicing of terminals.
• Identify SLA breaches, initiate penalty clauses, and drive corrective actions with TSPs.
• Resolve merchant‑level escalations from the product side, working closely with TSP partners.

7. Internal Feedback & Continuous Improvement

• Work closely with the Bank’s Service team to understand recurring issues and ensure TSPs implement permanent fixes.
• Engage regularly with RSMs and ASMs to gather field feedback on terminal performance and vendor service quality.
• Use feedback and data to improve vendor performance and product experience.

8. Development & Enhancements

• Act as the end‑to‑end coordinator for any development or customization requirements from TSPs for specific business use cases.
• Liaise between internal teams and TSPs to ensure timely delivery, testing, and rollout.

Key Skills & Competencies

Functional Skills

• Vendor Management & Compliance
• POS / Soundbox / Merchant Acquiring Products
• SLA & Contract Management
• Audit, ORM, IRM & Regulatory Compliance
• Stakeholder & Escalation Management

Behavioral Competencies

• Strong ownership and accountability
• Ability to manage multiple partners and priorities
• Structured problem‑solving and decision‑making
• Excellent communication and coordination skills
• High attention to detail with execution discipline

1. Benchmark industry trends and best practices to maintain a competitive and innovative app.
2. Design and continuously refine mobile journeys (onboarding, transactions, service, engagement, etc.).
3. Own full lifecycle: ideation → requirements → design → development → testing → release → post‑release optimization.
4. Track key KPIs (DAUs/MAUs, crash rates, loading times, drop‑offs, NPS, CSAT, conversion rates). Run A/B tests and experiments to improve user experience and funnel outcomes.
5. Work with Analytics & Marketing teams to build in‑app engagement campaigns and lifecycle communications.
6. Ensure compliance with security, risk, and regulatory requirements.
7. Manage external vendors, audits, and regulatory compliance.