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    • Product Growth Expert-Digital Adoption - Bangalore - Ujjivan Small Finance Bank

    Ujjivan Small Finance Bank
    Ujjivan Small Finance Bank Bangalore

    1 month ago

    Default job background
    Description

    POSITION DESCRIPTION

    JOB TITLE

    Product Growth Expert-Digital Adoption

    GRADE

    SM

    DEPARTMENT

    Digital Banking

    LOCATION

    HO

    SUB-DEPARTMENT

    TYPE OF POSITION

    Full-time

    REPORTS TO

    Lead – Digital Adoption

    REPORTING INTO

    NA

    ROLE PURPOSE & OBJECTIVE

    • Responsible for driving digital adoption and usage for digital products platforms among retail customers. Shifting customers from assisted channels to self-service channels.
    • Responsible to drive digital business with regards to cross sell Deposits and other banking products via digital channels
    • Responsible for increase in overall revenue per customer (Customer Life Time Value – CLTV) through cross-sell and up-sell initiatives which increase the products / customer and customer profitability

    SIZE OF THE ROLE

    FINANCIAL SIZE

    NON-FINANCIAL SIZE

    • Managing OPEX Budgets of 10-15 Crore related to SMS partners, Payments partner and Fintech Partners
    • Drive self-serviced deposits worth Rs 500 Crore
    • Review and validate 20-30 campaigns in a month
    • Portfolio - All retail digital products/platforms
    • Validate 8-10 monthly regulatory reporting
    • Manage pan India escalation related to Digital Channels
    • Oversee financial payments to Digital partners

    KEY DUTIES & RESPONSIBILITIES OF THE ROLE

    Business/ Financials

    • Responsible for driving customer's adoption and regular usage of low cost digital channels thus resulting in overall reduction in cost of service to customers
    • Create and execute Cross Sell / Up Sell campaigns for all products for existing to Bank Customers
    • Drive Customer engagement program to increase Customer Relationship Value & oversee Digital adoption and usage campaignsOversee Campaigns and process related to onboarding Customers on Digital Channels & Products and its usage, maximize Customers using digital Channels for transactions
    • Drive Business for self service products available on Digital Channels such as deposits, remittance, services and loans (in pipeline)

    Customer (Both Internal & External)

    • Create tools, training material and conduct regular training and concalls 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
    • Plan and monitor Branch Connect Program for feedback and training
    • Coordinates within the department and/or other department in finalizing campaigns (both branch & customer) and its matrix
    • Provide Customer insights to Digital product team and inputs on development prioritization

    Internal Process

    • Review and Validates regulatory reporting before submission monthly / quarterly
    • Create and monitor policies/processes related to campaigns, Cross Sell/ Upsell, Branch engagement and Customer feedback
    • Validate campaign impacts and make changes for better impact
    • Prepare monthly /quarterly regulatory reporting's pertaining to Digital Channels
    • Track and publish Digital campaigns impact to supervisor
    • Publish monthly/weekly/daily digital adoption and usage sheet to branches
    • Creation of various dashboards through MIS for use by branches/Regions/HO
    • Create and monitor lead management process related to cross sell /upsell
    • Share weekly/Monthly updates on departmental KPIs
    • Set up meetings with IT support for continues improvement on customer servicing through Digital Channels
    • Partners contract and SLA management

    Innovation & Learning

    • Benchmark Digital platforms and services in industry and provide inputs to Digital product team
    • Monitor and learn best practices from competitors and implement wherever applicable
    • Develop self-learning habit for self and among team
    • Provide support to regional SPOC in branch connect and executing campaigns
    • Review regional SPOC scorecard and take necessary action for gaps
    • Provide feedback and guidance to team members on their performance

    MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

    Educational

    Qualifications

    MBA in Marketing / Finance

    Experience(Years and Core Experience Type)

    5- 8 years in experience in driving Customer engagement program across retail Digital platforms or Retail Product management

    Certifications

    • Certification around data analytics and customer engagement platform
    • Digital Banking from IIBF

    Functional Skills

    • Strategizing, creating and implementing 360 degree marketing campaigns Digital Campaign
    • Advanced Presentation & Excel skills
    • Knowledge of banking products and services
    • Qualitative and Quantitative research and analytics to drive actionable insights

    Behavioral Skills

    • Team work and team management
    • Decision Making
    • Assertiveness

    Competencies

    • Driving Execution
    • Managing relationship
    • Driving Innovation
    • Facilitating Change

    KEY INTERACTIONS

    INTERNAL

    EXTERNAL

    • All Product Managers (Assets & Liabilities)
    • IT – Channels Team & Service
    • Branch Banking & Micro Banking including Branch Managers, RSMs, RBMs
    • National Managers for Risk, Finance & Accounts, Compliance
    • Vertical heads within Digital Banking Department
    • Vendors of Analytics and Marketing Automation Tools
    • Fintech partners and software service providers
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