Specialist-Product Growth

1 week ago

Delhi, India Ujjivan Small Finance Bank Full time
POSITION DESCRIPTION

JOB TITLESpecialist-Product GrowthGRADEM

DEPARTMENTDigital BankingLOCATIONHO

SUB-DEPARTMENTDigital ChannelsTYPE OF POSITIONFull-time

REPORTS TODigital Adoption LeadREPORTING INTONA

ROLE PURPOSE & OBJECTIVE

Responsible to drive retail digital adoption and usage across all customers and BranchesResponsible to train Business team across Digital products and platforms and also drive Customer engagement program for seamless digital onboarding and usageResponsible to publish reports / analysis at Bank & Branch Level to improve Digital AdoptionResponsible to drive Product Marketing campaigns & Contests for branches

SIZE OF THE ROLE

FINANCIAL SIZENON-FINANCIAL SIZEAchieve digital penetration KPIs for fresh registrations & activationGenerate self-service deposits, incremental CASA Balances, Bill Payments, etc. through Business & Customer CampaignsManage 3-4 PartnersDevelop 20-25 campaigns with business valuePortfolio – Retail digital products and platform for PAN India BranchesPrepare regulatory reporting – 5-6 reports / DecksTraining to Branches through Virtual & In-Person modeManage Business and Customer escalations

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

Drive Customer Digital adoption and usage for PAN India BranchesCreate and execute Cross Sell / Up Sell campaigns for all products for existing to Bank CustomersDesign campaign to increase balances in Savings Accounts & Current AccountsOversee Campaigns and process related to onboarding Customers on Digital Channels & Products and its usage, maximize Customers using digital Channels for transactionsGenerate Digital Deposits and increase the usage of services available on Digital platforms thus resulting in decreased footfall on assisted services channelsGenerate Digital Collections and increase the usage of Digital services on assisted services channels to increase collectionsGenerate Digital Transactions and increase the usage of services available on Digital platforms thus resulting in decreased footfall on assisted services channelsDrive business for self-service product available on Digital Channels to start with Deposits, Remittance, services and loans (in pipeline)Customer

(Both Internal & External)

Train Business team on Digital products / platforms in order to communicate effectively to CustomersReview Customer onboarding experience and provide inputs to Product team for enhancements/new launchesReview Customer feedback and complaints and create actionable for solutionExecute launch plan along with product team for any new product or services releases on Digital channels platformCreate tools, training material and conduct regular trainings 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 channelsInternal Process

Prepare 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 branchesReview Branch Scorecard and take necessary action for gapsCreate and monitor policies related to Digital Adoption & Engagement, Downtime communication etcReview service index parameters and work with IT and payments to reduce technical declines and delay in reversing failed transactionsReview the performance of Digital Channels and work with IT for better response time and its availabilityManage partner’s payments and invoice processingPrepare presentation for internal requirement to Board/Committees or external i.e investor / Regulatory / Educational etc for Digital Banking products/servicesPartner contract and SLA managementInnovation & Learning

Benchmark Digital platforms and services in industry and provide inputs to Digital product team Keep up to date on new regulatory requirement on Digital ChannelsAnalyze customer engagement strategy and implement best practices To be updated on various circulars/guidelines issued from time to time by Regulator/Govt Body on Digital payments/channelsMonitor and learn best practices from competitors and implement wherever applicable

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

EducationalQualificationsGraduate / Post Graduate / MBA

Experience(Years and Core Experience Type)2 - 5 years in Program Management` / Digital Marketing / Product management

CertificationsGoogle analytics, Data analytics. Customer engagement platform, Product Marketing, Digital Banking from IIBF

Functional SkillsDesigning 360-degree Customer engagement strategy and implementing itExperience in training Branch teams and manage escalations from Business team and CustomersAdvanced Presentation & Excel skillsKnowledge of banking products and servicesQualitative and Quantitative research and analytics to drive actionable insights

Behavioral SkillsStructured thinker, effective communicator with excellent written communication skillsGood analytical & presentation skillsProficiency in English written and verbal communication skills

CompetenciesHe/ she should possess soft skills such as interpersonal skills, communication, numeric and analytical skills, logical reasoning, and an in-depth understanding of sales and customer relationships.Driving InnovationFacilitating Change

KEY INTERACTIONS

INTERNALEXTERNALMarketing, legal, Finance, SQRegional Business Team & BranchesDelivery ITRisk, compliance and Infosec TeamVertical heads within Digital Banking DepartmentRegional and Corporate Product TeamPartners / Service Providers

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