Assistant Manager (Customer Mobile App Operations, GGN)

Customer Mobile App Operations Manager

Key Responsibilities

App Development & Change Requests (CR Management)

• Manage change requests for

  new features and functionalities

  .
• Prioritize and oversee the

  backlog of enhancement requests

  .
• Coordinate with IT for

  timely delivery of updates and releases

  .

Customer Engagement & Communication

• Plan and execute

  in-app notifications

  for products, services, regulatory updates, and brand awareness.
• Collaborate with the

  marketing team

  to drive customer engagement campaigns.

Production Monitoring & Issue Resolution

• Monitor the production environment to identify

  incidents and performance gaps

  .
• Conduct

  quality/sanity checks

  for app releases.
• Drive

  rapid issue resolution

  in collaboration with IT.

UI/UX Enhancements

• Work with UX/design teams to

  improve app interface and usability

  .
• Capture and implement the

  Voice of Customer

  to drive customer-centric improvements.
• Analyze detractor feedback and take

  corrective actions to achieve NPS targets

  .

Testing & Monitoring

• Conduct

  functional and performance testing cycles

  .
• Monitor

  system health, customer journeys, and user behavior analytics

  .

Reporting & Analytics

• Build and manage

  dashboards

  for app performance: registrations, downloads, DIY usage, customer segments, and demographics.
• Deliver

  weekly/monthly performance reports

  to management.

Qualifications & Skills

• Education:

  Any Graduate (MBA or specialization in IT/Marketing preferred).

• Experience:

  3 8 years in

  mobile app operations, digital transformation, or customer engagement

  (preferably in BFSI/Insurance).
• Strong understanding of

  digital platforms, UI/UX, and mobile app lifecycle management

  .
• Proven ability in

  project management, issue resolution, and performance monitoring

  .
• Analytical mindset with skills in

  dashboards, reporting, and customer analytics

  .
• Excellent communication and stakeholder management skills.
  

Key Skills

• Customer Mobile App Management
• Change Request & Feature Development
• Engagement Activities & Campaigns
• Production Monitoring & Issue Resolution
• UI/UX Enhancements
• Digital Transformation
• NPS Management & Customer Experience
• Reporting & Dashboards