Job Purpose
- The purpose of this role is to identify, implement, and improve digital customer experience and operational efficiencies across the Digital Business function.
- This position plays a strategic role in designing and executing integrated business solutions, enhancing sales CRM (Vymo), optimizing customer journeys, ensuring regulatory compliance, and driving innovation in digital transactions and payments.
Key Accountability Areas and Supporting Actions
End-to-End Product Development & Management Sales CRM (Vymo)
- Manage complete lifecycle of Sales CRM, from ideation to launch and performance enhancement
- Define product requirements aligning with the needs of RMs, VRMs, DHNI RMs, Managers, and Sales Heads
- Collaborate with cross-functional teams to develop impactful features
- Liaise with Vymo and internal teams (Power BI, HR, BSG, Sales) for smooth implementation
Process Validations
- Map end-to-end digital business processes and define business rules
- Ensure all process designs comply with regulatory standards and optimize user experience
- Collaborate with compliance and operations to develop clear business specifications
Customer Experience KYC and Payment
- Design and implement service initiatives like Digital OTM, nomination updates, digital bank changes
- Identify and execute new digital transaction opportunities (e.g., Reverse Penny Drop, UPI Autopay)
- Ensure swift implementation of regulatory changes across digital platforms
- Coordinate with IT and operations to enhance customer experience via process reengineering
- Address dropped transactions through coordinated efforts across departments
Innovation in KYC and Payments
- Identify and implement latest digital technologies like eSign, eKYC, UPI 2.0
- Enhance seamless payment experiences and minimize transaction drops
- Ensure timely deployment of digital solutions with minimal rework across platforms
Transaction Operations
- Perform analytics on transaction and payment drops
- Generate insights on customer behavior, channel preferences, and campaign efficiency
- Develop dashboards to monitor digital performance metrics like acquisition, conversions, and transaction trends
Vendor & Stakeholder Management
- Manage vendor engagements, contract negotiations, and quality deliverables
- Ensure seamless coordination between IT, marketing, operations, and design teams
Risk & Compliance Management
- Conduct risk assessments for new functionalities and align stakeholders
- Drive implementation of incident management frameworks and root cause analysis
- Monitor and comply with regulatory changes, ensuring products meet compliance standards
- Collaborate with legal and compliance to incorporate new regulatory requirements
Team Management
- Mentor and guide team members on career development and domain expertise
- Facilitate skill enhancement, knowledge transfer, and engagement activities
- Build team capability to support strategic business outcomes and holistic contributions
