Lead Project Manager Mobile App Business

Job description

**Role & responsibilities** Role Purpose :- Lead the business ownership, enhancement roadmap, and governance of the Care Health Insurance Mobile App to deliver an improved digital customer experience. Act as the single point of contact between business, IT, product, vendors, and operations to ensure timely delivery of business requirements and continuous improvement of mobile app services. Key Responsibilities :- 1. Business Ownership Act as the Business Owner for the Customer Mobile App. Define product vision and enhancement roadmap aligned with business objectives. Prioritize customer-centric features based on business impact and customer feedback. 2. Project Management Lead end-to-end implementation of mobile app projects from requirement gathering to production deployment. Prepare BRDs, user stories, process flows, and business requirement documents. Track project milestones, dependencies, risks, and timelines. Conduct project governance meetings and publish status reports. 3. Business Requirement Management Gather requirements from Customer Service, Claims, Underwriting, Policy Servicing, Wellness, Sales, Digital and other stakeholders. Evaluate feasibility and define business priorities. Obtain business approvals before implementation. 4. Change Request Governance Review and prioritize Change Requests (CRs). Coordinate with IT teams for development planning. Ensure CR documentation is complete and approved. Track delivery timelines and implementation status. 5. User Acceptance Testing (UAT) Prepare UAT scenarios and test cases. Coordinate business UAT with stakeholders. Validate defect resolution. Provide business sign-off before production release. 6. Production Support Monitor production issues affecting customers. Coordinate with IT and vendors for timely resolution. Conduct RCA for major incidents. Ensure adherence to defined SLAs. 7. Customer Experience & Analytics Analyze app usage, customer feedback, ratings, and complaints. Identify opportunities to improve digital adoption and customer experience. Monitor key digital KPIs and recommend improvements. 8. Stakeholder Management Coordinate with: IT Digital Team Product Team Claims Underwriting Operations Marketing Vendors Drive cross-functional alignment for successful project delivery. 9. Governance & Reporting Publish project dashboards and MIS. Track enhancement backlog. Monitor SLA and TAT for CR implementation. Present updates to senior management. 10. Process Improvement Identify opportunities for automation and digitization. Recommend process improvements to reduce customer effort. Support AI and digital transformation initiatives. Key Deliverables Mobile App Enhancement Roadmap BRDs & User Stories Project Plans UAT Sign-offs Release Notes