Ujjivan Small Finance Bank | Specialist-Product Growth | india
1 week ago
POSITION DESCRIPTION
JOB TITLE
Specialist-Product Growth
GRADE
M
DEPARTMENT
Digital Banking
LOCATION
HO
SUB-DEPARTMENT
Digital Channels
TYPE OF POSITION
Full-time
REPORTS TO
Digital Adoption Lead
REPORTING INTO
NA
ROLE PURPOSE & OBJECTIVE
- Responsible to drive retail digital adoption and usage across all customers and Branches
- Responsible to train Business team across Digital products and platforms and also drive Customer engagement program for seamless digital onboarding and usage
- Responsible to publish reports / analysis at Bank & Branch Level to improve Digital Adoption
- Responsible to drive Product Marketing campaigns & Contests for branches
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
- Achieve digital penetration KPIs for fresh registrations & activation
- Generate self-service deposits, incremental CASA Balances, Bill Payments, etc. through Business & Customer Campaigns
- Manage 3-4 Partners
- Develop 20-25 campaigns with business value
- Portfolio – Retail digital products and platform for PAN India Branches
- Prepare regulatory reporting – 5-6 reports / Decks
- Training to Branches through Virtual & In-Person mode
- Manage 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 channels
Internal ProcessPrepare 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 management
Innovation & LearningBenchmark 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
Educational
Qualifications
Graduate / Post Graduate / MBA
Experience(Years and Core Experience Type)
2 - 5 years in Program Management` / Digital Marketing / Product management
Certifications
Google analytics, Data analytics. Customer engagement platform, Product Marketing, Digital Banking from IIBF
Functional Skills
- Designing 360-degree Customer engagement strategy and implementing it
- Experience in training Branch teams and manage escalations from Business team and Customers
- Advanced Presentation & Excel skills
- Knowledge of banking products and services
- Qualitative and Quantitative research and analytics to drive actionable insights
Behavioral Skills
- Structured thinker, effective communicator with excellent written communication skills
- Good analytical & presentation skills
- Proficiency in English written and verbal communication skills
Competencies
- He/ 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 Innovation
- Facilitating Change
KEY INTERACTIONS
INTERNAL
EXTERNAL
- Marketing, legal, Finance, SQ
- Regional Business Team & Branches
- Delivery IT
- Risk, compliance and Infosec Team
- Vertical heads within Digital Banking Department
- Regional and Corporate Product Team
- Partners / Service Providers
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