Unit Manager/Senior Unit Manager

Unit Manager - Digital Platforms/Senior Unit Manager - Digital Platforms - About The Role

Unit Manager - Digital Platforms/Senior Unit Manager - Digital Platforms

Job Purpose

Capability development for Bajaj Finserv digital assets (App and web). Work closely with COE to gather requirements, and with IT to deliver any new requirement or enhancement in existing capabilities. Once any capability goes live, ensure it is functional at all times by tracking key performance metrics using multiple tools.

All capabilities on the platform will lead to increased adoption of App, Web and contribute to business, engagement, increased traffic, and conversions.

Duties and Responsibilities- Ensure customer facing capabilities are envisaged, delivered and functioning with attention to detail:
- Understanding business/service requirements.
- Ensuring the requirement is delivered in a customer intuitive manner.
- Making sure the right communication reaches out to the customer to ensure engagement with the application, catering to business/service needs.
- Management of any asset in the digital platform:
- Ensure it is working fine at all times.
- Research and benchmark similar capabilities in the market and see if the asset can be improved.
- Personalization of properties on Digital Platform for driving business priorities.
- Work with IT and Data Science Teams to provide specific views on prioritized business modules to customers, including segmentation based on persona and creating front-end capability to display on platforms.
- Tracking key metrics:
- Click to next view success %.
- App launches, driving DAU (Daily Active Users), MAU (Monthly Active Users).
- Service utilization via digital assets.
- Ensure feature adoption increases customer retention on Bajaj Finserv Digital Assets.
- Targets achieved (planned versus actual business or service numbers).
- Analyzing and evaluating effective activities to keep the customer engaged on the platform:
- Measure last activity with latest engagement activity to understand what works and what doesn't.
- Benchmark latest engagement activity with the industry.
- Analyze engagement activity; determine which engagement products should be included in the application.
- Identifying and timely fixing of issues while observing customer behavior in production:
- Ensure TAT is within limits while fixing issues.
- Involve responsible stakeholders for issue debugging and resolution.
- Maintain timely communication to ensure continued customer engagement without disruption.
- MIS and Power BI dashboards:
- Track traffic, leads, conversions via Power BI dashboards.
- Publish the latest updates of customer activity on assets.
- Engage with data/business team to understand customer trends and increasing engagement with the App.
- Maintain track of daily activities for release, service, issues, and engagement.

Key Decisions / Dimensions- BRD scenarios writing and test case creation (using Gen AI).
- Solutioning based on linked backend systems.
- Working with Platform Content Management System tools for delivering front end assets.
- Developing new ideas and ensuring compliance to increase app engagement and adoption.

Major Challenges- Prioritization of multiple requirements received from business, performance marketing, regulatory.
- Managing multiple stakeholders simultaneously.
- Ensuring customer engagement on the asset.

Required Qualifications and Experience- Qualifications: Post-Graduation MBA
- Work Experience: 2-3 Years in App/web development domain
- s Keywords:
- Project management
- CleverTap
- Medallia
- Pimcore
- Google Analytics
- Azure
- MS Excel
- MS Power Point