Job Purpose
The purpose of the job is to identify, implement and improve Digital Customer Experience and Operational efficiencies while providing an integrated business solution to the Digital Business function. It acts as a strong agent to design and get implemented the operating processes and model to optimize customer experience
Accountability
Supporting Actions
End-to-End Product Development & Management of Sales CRM (Vymo)
- Manage the entire lifecycle of the Sales CRM product—from requirement gathering, ideation through design, development, testing, and launch.
- Key Actions:
Define product requirements, ensuring they meet needs of RM, VRM, DHNI RMs, Managers and Sales Head.
Collaborate with cross-functional teams to develop features that improve sales efficiency and distribution relationship management.Laise with Partner (Vymo) and various stakeholders (Power BI, Sales team, HR, BSG for product implementation.Process Validations
- Map out end-to-end business processes and define clear business rules and validations.
- Develop assets that not only comply with regulatory standards but also enhance the overall customer experience.
- Coordinate with compliance teams to ensure that all digital solutions meet regulatory requirements.
- To identify and draw specifications for the Digital Customer transaction needs in collaboration with Operations.
Customer Experience – KYC and Payment
- To design and get developed various service initiatives for Digital Customer viz. Digital OTM, change in bank through Digital means, Nominations etc. through Operations, Customer service and IT.
- To identify and draw specifications for the Digital Customer transaction needs and opportunities and to get it executed through IT & Operations.
- Identify and get executed new service opportunities for Digital Customers viz. KYC, Reverse Penny drop, UPI Autopay etc.
- To quickly implement any regulatory changes across all digital assets in consultation and co-ordination with functional owners and compliance.
- To identify and get executed opportunities to enhance customer experience through process reengineering, process optimization across Digital Platforms.
- Drop Transaction remediation: To salvage dropped transactions/ services at each available touch point in coordination with Operations, IT & Marketing etc.
Innovations – KYC and Payment
- To identify and get executed, adoption of latest digital technologies and payment mechanisms to gain strategic business advantage / competitive edge – Adopt new technologies like UPI 2.0, UPI Autopay, EKYC, eSign based mandate etc.
- To identify and get executed new Payment methods which will help Digital customers transact seamlessly and with minimum drops.
- Ensure timely implementation of changes and new functionalities with least rework across all Digital Assets.
Transaction Operations
- Drop analytics: Transaction drops, Payment drops
- Analyse, report and remediate various opportunities like cross/up-sell, drop transaction remediation, customer transaction behaviour, channel preference, campaign efficiencies etc
- Create and implement Digital Business dashboard to represent metrics of the business including Customer Acquisition, Transaction, campaign tracking, SIP conversions and Opportunity across all digital & partner assets.
Vendor & Stakeholder Management
- Manage vendor relationships, negotiate contracts, and oversee deliverables to ensure high-quality product outputs.
- Coordinate with design, IT, marketing, and operations teams to integrate digital solutions seamlessly across the organization.
Risk & Compliance Management
- Ensure comprehensive risk assessment and ensure stakeholders are aligned to the objective of new enablement or enhancements for Digital Assets.
- Formulate and drive the creation and implementation of risk and compliance strategy for Digital Business.
- Develop and implement an Incident Management Framework to identify cause of incident through root cause analysis and implementation of mitigation
- Ensure that all digital products and processes adhere to industry regulations and internal policies.
- Continuously monitor regulatory changes and update product functionalities accordingly.
- Establish stringent validation and audit processes to ensure ongoing compliance.
- Liaise with legal and compliance teams to integrate new regulatory requirements seamlessly.
Team Management
- Guiding and mentoring team with regards to career path
- Create expertise within the team which will aid job enrichment and enhance team motivation
- Identify areas of opportunity for team member and create a mechanism for knowledge transfer amongst team members.
- Ensure coaching, training and mentoring needs of the team members are in order to ensure strong employee engagement and motivation.
- Build capability and industry understanding within the team so that they are able to contribute holistically.
