Lead – Digital Channels

4 days ago

Mumbai, India AU SMALL FINANCE BANK Full time

Lead – Digital Channels (Website, Chatbot & WhatsApp Banking)

Experience: ~10 years

About the Role:- We are seeking a seasoned Lead – Digital Channels to spearhead the development, and optimization of our Website, Chatbot, and WhatsApp Banking platforms. This role is pivotal in enhancing customer engagement, driving lead generation, and ensuring seamless digital interactions. The ideal candidate will possess a strong background in product management within the fintech, banking, or consumer tech sectors, with a proven track record of delivering innovative and scalable digital solutions.

Key Responsibilities

Platform Strategy & Ownership

  • Define and execute the strategic roadmap for the bank’s Website, Chatbot, and WhatsApp Banking platforms.
  • Establish and monitor KPIs such as lead generation, product & service consumption, user engagement, conversion rates, and customer satisfaction scores.
  • Ensure platforms are aligned with the bank’s overall digital transformation goals.

Product Development & Optimization

  • Lead the end-to-end product lifecycle, from ideation to deployment, for each digital channel.
  • Collaborate with UX/UI designers to create intuitive and user-centric interfaces.
  • Implement A/B testing and data analytics to continuously refine platform functionalities.

AI & Conversational Banking Integration

  • Integrate advanced AI and NLP capabilities into chatbots and WhatsApp Banking to enhance user interactions.
  • Stay abreast of emerging technologies in conversational AI to ensure platforms remain cutting-edge.

Cross-Functional Collaboration

  • Work closely with Marketing, Sales, IT, and Customer Service teams to ensure cohesive digital strategies.
  • Coordinate with third-party vendors and technology partners to deliver platform enhancements.

Compliance & Security

  • Ensure all digital channels comply with regulatory standards and data privacy laws.
  • Implement robust security measures to protect customer data across all platforms.

Qualifications

  • 10+ years of experience in digital product management, specifically within banking, fintech, or consumer tech industries.
  • Demonstrated expertise in managing websites, chatbots, and WhatsApp Banking platforms.
  • Strong understanding of AI, NLP, and conversational banking technologies.
  • Proven ability to enhance customer engagement through digital channels.
  • Excellent leadership skills with experience managing cross-functional teams.
  • Bachelor’s or master’s degree in computer science, Business, or a related field.

Why Join Us

  • Play a crucial role in the bank’s digital transformation journey.
  • Lead innovative projects that directly impact customer experience and business growth.
  • Collaborate with a dynamic team committed to excellence and innovation.
  • Access to continuous learning and professional development opportunities.

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