Product Growth Expert-Digital Adoption

1 week ago

Delhi, India Ujjivan Small Finance Bank Full time
POSITION DESCRIPTION

JOB TITLEProduct Growth Expert-Digital AdoptionGRADESM

DEPARTMENTDigital BankingLOCATIONHO

SUB-DEPARTMENT

TYPE OF POSITIONFull-time

REPORTS TOLead – Digital Adoption

REPORTING INTONA

ROLE PURPOSE & OBJECTIVEResponsible for driving digital adoption and usage for digital products platforms among retail customers. Shifting customers from assisted channels to self-service channels.Responsible to drive digital business with regards to cross sell Deposits and other banking products via digital channelsResponsible for increase in overall revenue per customer (Customer Life Time Value – CLTV) through cross-sell and up-sell initiatives which increase the products / customer and customer profitability

SIZE OF THE ROLE

FINANCIAL SIZENON-FINANCIAL SIZEManaging OPEX Budgets of 10-15 Crore related to SMS partners, Payments partner and Fintech PartnersDrive self-serviced deposits worth Rs 500 CroreReview and validate 20-30 campaigns in a monthPortfolio - All retail digital products/platformsValidate 8-10 monthly regulatory reportingManage pan India escalation related to Digital ChannelsOversee financial payments to Digital partners

KEY DUTIES & RESPONSIBILITIES OF THE ROLEBusiness/ Financials

Responsible for driving customer’s adoption and regular usage of low cost digital channels thus resulting in overall reduction in cost of service to customersCreate and execute Cross Sell / Up Sell campaigns for all products for existing to Bank CustomersDrive Customer engagement program to increase Customer Relationship Value

& oversee Digital adoption and usage campaignsOversee Campaigns and process related to onboarding Customers on Digital Channels & Products and its usage, maximize Customers using digital Channels for transactionsDrive Business for self service products available on Digital Channels such as deposits, remittance, services and loans (in pipeline)

Customer (Both Internal & External)

Create tools, training material and conduct regular training and concalls with branches to ensure knowledge dissemination of digital channel capabilities, driving digital targets through branches and managing processes of addressing customer complaints related to digital channelsPlan and monitor Branch Connect Program for feedback and trainingCoordinates within the department and/or other department in finalizing campaigns (both branch & customer) and its matrixProvide Customer insights to Digital product team and inputs on development prioritization

Internal Process

Review and Validates regulatory reporting before submission monthly / quarterlyCreate and monitor policies/processes related to campaigns, Cross Sell/ Upsell, Branch engagement and Customer feedbackValidate campaign impacts and make changes for better impactPrepare monthly /quarterly regulatory reporting’s pertaining to Digital ChannelsTrack and publish Digital campaigns impact to supervisorPublish monthly/weekly/daily digital adoption and usage sheet to branchesCreation of various dashboards through MIS for use by branches/Regions/HOCreate and monitor lead management process related to cross sell /upsellShare weekly/Monthly updates on departmental KPIsSet up meetings with IT support for continues improvement on customer servicing through Digital ChannelsPartners contract and SLA management

Innovation & Learning

Benchmark Digital platforms and services in industry and provide inputs to Digital product teamMonitor and learn best practices from competitors and implement wherever applicableDevelop self-learning habit for self and among teamProvide support to regional SPOC in branch connect and executing campaignsReview regional SPOC scorecard and take necessary action for gapsProvide feedback and guidance to team members on their performance

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

EducationalQualificationsMBA in Marketing / Finance

Experience(Years and Core Experience Type)5- 8 years in experience in driving Customer engagement program across retail Digital platforms or Retail Product management

CertificationsCertification around data analytics and customer engagement platformDigital Banking from IIBF

Functional SkillsStrategizing, creating and implementing 360 degree marketing campaigns Digital CampaignAdvanced Presentation & Excel skillsKnowledge of banking products and servicesQualitative and Quantitative research and analytics to drive actionable insights

Behavioral SkillsTeam work and team managementDecision MakingAssertiveness

CompetenciesDriving ExecutionManaging relationshipDriving InnovationFacilitating Change

KEY INTERACTIONSINTERNALEXTERNALAll Product Managers (Assets & Liabilities)IT – Channels Team & ServiceBranch Banking & Micro Banking including Branch Managers, RSMs, RBMsNational Managers for Risk, Finance & Accounts, ComplianceVertical heads within Digital Banking DepartmentVendors of Analytics and Marketing Automation ToolsFintech partners and software service providers

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