Lead Digital Operations

Role & responsibilities

End-to-End Product Development & Management of Sales CRM (Vymo)

• Manage the entire lifecycle of the Sales CRM productfrom requirement gathering, ideation through design, development, testing, and launch.

Key Actions:

• Define product requirements, ensuring they meet needs of RM, VRM, DHNI RMs, Managers and Sales Head.
• Collaborate with cross-functional teams to develop features that improve sales efficiency and distribution relationship management.
• Laise with Partner (Vymo) and various stakeholders (Power BI, Sales team, HR, BSG for product implementation.

Process Validations

• Map out end-to-end business processes and define clear business rules and validations.
• Develop assets that not only comply with regulatory standards but also enhance the overall customer experience.
• Coordinate with compliance teams to ensure that all digital solutions meet regulatory requirements.
• To identify and draw specifications for the Digital Customer transaction needs in collaboration with Operations.

Customer Experience KYC and Payment

• To design and get developed various service initiatives for Digital Customer viz. Digital OTM, change in bank through Digital means, Nominations etc. through Operations, Customer service and IT.
• To identify and draw specifications for the Digital Customer transaction needs and opportunities and to get it executed through IT & Operations.
• Identify and get executed new service opportunities for Digital Customers viz. KYC, Reverse Penny drop, UPI Autopay etc.
• To quickly implement any regulatory changes across all digital assets in consultation and co-ordination with functional owners and compliance.
• To identify and get executed opportunities to enhance customer experience through process reengineering, process optimization across Digital Platforms.
• Drop Transaction remediation: To salvage dropped transactions/ services at each available touch point in coordination with Operations, IT & Marketing etc.

Innovations KYC and Payment

• To identify and get executed, adoption of latest digital technologies and payment mechanisms to gain strategic business advantage / competitive edge Adopt new technologies like UPI 2.0, UPI Autopay, EKYC, eSign based mandate etc.
• To identify and get executed new Payment methods which will help Digital customers transact seamlessly and with minimum drops.
• Ensure timely implementation of changes and new functionalities with least rework across all Digital Assets.

Transaction Operations

• Drop analytics: Transaction drops, Payment drops
• Analyse, report and remediate various opportunities like cross/up-sell, drop transaction remediation, customer transaction behaviour, channel preference, campaign efficiencies etc
• Create and implement Digital Business dashboard to represent metrics of the business including Customer Acquisition, Transaction, campaign tracking, SIP conversions and Opportunity across all digital & partner assets.

Vendor & Stakeholder Management

• Manage vendor relationships, negotiate contracts, and oversee deliverables to ensure high-quality product outputs.
• Coordinate with design, IT, marketing, and operations teams to integrate digital solutions seamlessly across the organization

Risk & Compliance Management

• Ensure comprehensive risk assessment and ensure stakeholders are aligned to the objective of new enablement or enhancements for Digital Assets.
• Formulate and drive the creation and implementation of risk and compliance strategy for Digital Business.
• Develop and implement an Incident Management Framework to identify cause of incident through root cause analysis and implementation of mitigation
• Ensure that all digital products and processes adhere to industry regulations and internal policies.
• Continuously monitor regulatory changes and update product functionalities accordingly.
• Establish stringent validation and audit processes to ensure ongoing compliance.
• Liaise with legal and compliance teams to integrate new regulatory requirements seamlessly.

Team Management

• Guiding and mentoring team with regards to career path
• Create expertise within the team which will aid job enrichment and enhance team motivation
• Identify areas of opportunity for team member and create a mechanism for knowledge transfer amongst team members.
• Ensure coaching, training and mentoring needs of the team members are in order to ensure strong employee engagement and motivation.
• Build capability and industry understanding within the team so that they are able to contribute holistically.