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    Product Lead - Delhi, India - HDFC securities

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    Description

    As the Product Lead - KYC, Onboarding, and Ops Excellence, you will play a pivotal role in shaping and executing the product strategy for our KYC, onboarding, and operational excellence initiatives.

    You will be responsible for driving innovation, enhancing customer experiences, and ensuring operational efficiency within these critical areas


    Product Strategy and Development:
    Develop and execute a comprehensive product strategy for KYC, onboarding, and operations excellence, aligning with the overall business objectives.

    Drive the development of industry's most innovative and efficient journeys that enhance the customer onboarding experience and ensure compliance with regulations with a clear focus on making it 100% Digital.

    Implement process improvements aimed at reducing Turnaround Time (TAT) for KYC verification, onboarding, and operational workflows, ensuring swift customer acquisition and service delivery.

    Analyze end-to-end customer journeys to identify cost drivers and inefficiencies, then develop and execute initiatives to optimize journey costs while maintaining or enhancing service quality, ensuring maximum value for the organization.


    API Architecture and Integration:
    Drive the envisioning and execution of API architecture, allowing for experimentation with multiple journeys and achieving faster go-to-market across Mobile App, Web, and WhatsApp
    Define and implement a tight integration between CRM and the onboarding platform, enabling real-time lead tracking for agents across locations and providing actionable insights to sales managers

    Lead technical discussions and integration efforts with leading MarTech tools to understand customer behavior, and enhance the overall onboarding process.

    Identify and implement strategies to decrease Customer Acquisition Cost (CPA) and Cost per Lead (CPL) by streamlining onboarding processes, leveraging automation, and optimizing marketing strategies, thus enhancing cost-effectiveness.

    Envision and build a communication module within CRM, facilitating real-time communication with users via email, WhatsApp, push notifications, and SMS.


    Cross-Functional Collaboration:
    Collaborate with cross-functional teams, including technology, compliance, and customer success, to ensure seamless integration of products and services.
    Work closely with stakeholders to gather requirements, prioritize features, and communicate product roadmaps.

    Operational Excellence:
    Analyse operational efficiency, processes related to KYC, customer onboarding, DEMAT, back-office, trading operations, OMS, RMS, and other operational workflows.
    Drive initiatives for continuous process improvement through regular analysis, feedback collection, and implementation of best practices.
    Benchmark key onboarding metrics against industry standards and competitors, identifying areas for improvement and maintaining competitiveness

    Conduct regular cost-benefit analyses of various onboarding strategies and tools to identify opportunities for cost optimization without compromising on customer experience.


    Regulatory Compliance:
    Stay abreast of regulatory changes and industry trends related to KYC and onboarding.
    Ensure that products and processes are in compliance with relevant regulations and standards.
    Ensure strict adherence to regulatory requirements throughout the onboarding journey, avoiding penalties and legal costs associated with non-compliance.

    Team Leadership:
    Lead and inspire a high-performing team, providing guidance and support in achieving departmental and organizational goals.
    Foster a culture of continuous learning, innovation, and collaboration within the team.

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