The Program Head – Alternate Channel will drive end-to-end strategy, governance, and performance of alternate acquisition channels at a national level. This role requires ownership of business outcomes, large-scale program execution, cross-functional leadership, and data-driven decision-making to deliver sustainable growth and superior customer experience.
Overall Job Description
Strategic Leadership
- Define and drive the long-term strategy and vision for alternate acquisition channels across India
- Identify new growth opportunities, partnerships, and innovative acquisition models
- Lead transformation initiatives to improve channel efficiency, scalability, and profitability
Business & Performance Ownership
- Own end-to-end channel P&L metrics, including acquisition volumes, productivity, cost efficiency, and ROI
- Establish robust frameworks to track business performance, funnel conversion, and campaign effectiveness
- Drive continuous improvement through advanced analytics, segmentation, and targeting strategies
Data, MIS & Analytics Governance
- Oversee pan-India MIS architecture and reporting governance for business, productivity, and attrition
- Ensure real-time dashboards and insights for leadership decision-making
- Leverage analytics to optimize database utilization, campaign performance, and customer lifecycle
Program & Stakeholder Management
- Lead cross-functional collaboration with IT, Product, Campaign Management, Digital and Operations
- Drive execution of large-scale programs, ensuring alignment with organizational priorities
- Influence senior stakeholders and ensure seamless integration across business units
Process Excellence & Innovation
- Identify opportunities for process re-engineering, automation, and digitization
- Introduce innovative acquisition techniques to enhance productivity and customer engagement
- Benchmark industry best practices and drive continuous innovation
Risk, Compliance & Governance
- Ensure strict adherence to regulatory requirements, internal policies, and banking compliance
- Build strong governance models to mitigate risks related to mis-selling, customer complaints, and operational lapses
- Establish audit-ready processes and control mechanisms
Team Leadership & Capability Building
- Lead and mentor a high-performing team across regions
- Drive capability development through training, coaching, and leadership development initiatives
- Build a culture of accountability, performance excellence, and customer-centricity
AI & Digital Initiatives
- Support implementation of AI-driven analytics for better lead targeting and campaign optimization
- Leverage automation tools and dashboards to enhance operational efficiency
- Explore use of AI/ Gen AI tools (e.g., chatbots, content assistance) to improve customer engagement and communication
- Partner with analytics/technology teams to adopt data-driven and AI-enabled decision-making where relevant
Essential requirement:
12–15+ yearsof experience in banking/ financial services
Relevant exposure to alternate channels, acquisition strategy, or retail banking operations
Proven track record in leading large teams and managing national-level programs
