Customer Journey

2 weeks ago

rajkot, India Kotak Mahindra Bank Full time

Role: Customer Journey & Pricing Manager

Location: Mumbai


Job Purpose:

  • Focus on the Customer Journey with the Bank and Identify the various touchpoints with the customer
  • Focuses on the Pricing of the Bundled Proposition with respective Product Team
  • Understanding the customer requirements and liaising with the propositions team to help them Bundle the Proposition
  • The core philosophy of the "Proposition" model is Customer-in vs Product-out. As the bank scales in multiple areas, a key component of the growth path is to gain disproportionate share of mind and wallet of the business banking segments though the right segmental propositions.


Key Accountabilities / Responsibilities:

Identification of growth opportunities

  • The key deliverables will to have a deep insightful understanding of the customer needs, use the insights to build a world-class proposition for these segments
  • Obsess about the customer & creating the best-in-class proposition & subsequent experience for them. Must come from a background of developing products and scaling them up


Customer Service:

  • Understanding customer life cycle and commercialize the right proposition to the client for deeper wallet and cross sell.
  • Liaising with propositions team in developing client segment-based proposition that encompasses complete ecosystem including employees, promoters, family, Individual/Proprietary Firm, Private/Public Limited Co, Supply Chain, business firms and other shareholders of the company
  • Need to have the mindset looking for real problems consumers face and building iterative solutions and prototypes to solve those consumer problems meaningfully. Own customer research, acquisition and work closely with product and distribution teams to actualize and execute the proposition. To do this they will need to understand growth hacking, Performance marketing and be good at Customer analytics
  • Focus on the various Touchpoints with the customer
  • Focuses on the Pricing of the Bundled Proposition with respective Product Team
  • Frequent customer interactions required in this role to understand customer needs and align the proposition with respect to needs


Stakeholder and Channel Management:

  • Constantly share rapport with the operating units to customize and develop solutions.
  • This role includes deep insights of customer’s stated / unstated needs and creating evergreen propositions to support the cycle of existing portfolio.
  • Ensure customer solutions and offers are proposition led based on customer needs leveraging all available products offerings across wealth, assets and liabilities coupled with a level of service superior to competitors and create differentiators
  • Need to Partner with the Proposition team & bundle the Proposition & then liase with Product team and Price it accordingly


Branding:

  • Marketing & communication strategy to promote bank’s offerings with well-defined execution plan
  • Brand building with respect to the positioning of business banking in Kotak


Managing Legal risk:

  • Understanding of the Legalities in Building propositions and ensuring all risks are mitigated proactively. Strong acumen of possible legal complexities and guidance on the same. Effective coordination with various stakeholders for compliance.
  • Evaluate risk when business decisions are made, demonstrating particular consideration for the bank’s reputation, it’s business and assets, by driving compliance with applicable laws, rules and regulations


Candidate Specification:

  • A seasoned professional from foreign banks /fintech / top Indian banks
  • Must have a deep domain expertise in product portfolio of Assets & Liabilities
  • Age group 35-38 yrs.
  • Candidate should have a pedigree from premier institute Master’s degree from Premier Institute
  • Over 13 years’ experience in product management, preferably in formulating proposition strategies and/or managing value proposition portfolios
  • Outstanding analytical and quantitative capabilities
  • Critical thinking; thinks outside the box and above and beyond conventional wisdom
  • Collaborative work style; effectively interacts with partners across organizational boundaries/hierarchies
  • Multi-tasks productively and reliably, while managing conflicting priorities

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