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    Product Lead-Customer Life Cycle, MSME - mumbai, India - IDFC FIRST Bank

    IDFC FIRST Bank
    IDFC FIRST Bank mumbai, India

    1 week ago

    IDFC FIRST Bank background
    Full time
    Description

    Role/ Job Title : Customer Lifecycle Lead – MSME Banking

    Function/ Department: Retail Liabilities

    Job Purpose:

    To own the lifecycle of all the customers onboarded as part of MSME banking offerings . current account, trade forex and retail payment solutions. Lifecycle management will include CX touch points, X-Sell, Attrition etc. Mission of this role is to optimize interactions across various channels and systems post customer account opening, ensuring active engagement and minimizing attrition.

    Roles & Responsibilities:

    Primary Responsibilities:

  • Create a single view of customer interactions and engagement driven by different teams.
  • Monitor overall MSME portfolio performance and analytically identify customer engagement gaps
  • Leverage data and insights from analytical models to identify initiatives that drive engagement
  • Ensure standardization of communication across channels throughout the customer lifecycle
  • Develop and execute targeted campaigns to keep the customer portfolio engaged
  • Create triggers to identify inactive customers and drive action through cross-functional teams.
  • Oversee program management of portfolio-level initiatives.
  • Identify attrition risk factors in collaboration with the analytics team and drive actions to address it
  • Analyze touchpoints across different channels (in-person/app) to enhance the overall experience
  • Understand the needs of the MSME customer segment through primary and secondary research
  • Conduct regular on-ground customer interactions to identify pain points and opportunities
  • Share best practices of customer lifecycle management with product-specific teams
  • Track MSME customer complaints and correlate them with post-onboarding journey gaps to solve it
  • Collaborate with other product heads to identify portfolio-level problems.

    • Secondary Responsibilities:

  • Provide inputs to all internet/mobile banking squads for next years planning.
  • Identify business outcomes based on mobile and internet banking interventions

    • Managerial & Leadership Responsibilities:

    Mentor and coach product managers reporting to this role on innovation & compliance. Create environment for team to focus on outcome driven problem solving

    Key Success Metrics:

    Improvement in adoption of internet and mobile banking features. Reduction in customer compliants on internet and mobile banking

    Education Qualification:

    Graduation: Any

    Experience: years

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