Position - Assistant Vice President (Lead - DIY Engagement)
Job Role -
1. Digital Engagement & Drop-off Recovery
- End-to-End Digital account opening engagement: Design and execute digital journeys ensuring 100% autonomous account opening without any manual intervention.
- Automated drop communication journeys: Build hyper-personalized, behavior-triggered WhatsApp, SMS, and email retargeting workflows
- Process Optimisations: Deploy exit-intent interventions, gamified progress trackers, interactive tools like WhatsApp chat bot etc.
2. Competitor Benchmarking & Journey optimisation
- Market Analysis: Conduct continuous benchmarking against best-in-class global fintechs and digital banks and tech enhancements.
- Tech Modernization: Lead the integration of tech enhancements for overall customer experience and reduction in time taken to complete the account opening.
3. DAO Cost Optimization & Operations
- Call connectivity: Work on data analytics & new tech interventions to increase call connectivity %. Deploy new innovations like SDK calling; WhatsApp's calling effectively.
- Cost Reduction: Minimize Cost-per-Account (CPA) through process optimisations, data base prioritisation, new tech deployment like whats-app chatbot, RM chat bot, voice bots etc.
- Own & drive monthly & quarterly revenue targets for 250+ DAO team in line with organisational objectives.
4. Agentic AI & Call Analytics Delivery
- Agentic AI Deployment: Implement autonomous AI agents capable of assisting customers with end to end queries wrt account opening, Activation & Revenue generation.
- Deployment of AI tools for real-time call analytics for customer intent and sentiment - close feedback loop with acquisition channels, RM feedback, areas of improvement & training requirements.
