The role sits within Digital Banking, and is an autonomous, standalone role.

· To succeed in this role, candidate should have solution orientation, resourcefulness, and innovative streak of a Product Manager, while also displaying discipline, organisation skills and perseverance of a Project Manager

· You will be responsible for mapping out user journeys (customer journeys and sales enablers) for new offerings for Wealth Management and/or Merchant Acquiring segment with key focus on delivering innovative solutions or enhancements to existing offerings, and looking at how experiences are delivered in the best possible way to the customer.

· Map the customer journey and identify opportunities to proactively intervene and improve journeys while ensuring the customer experience is always the best possible

· Experience uncovering content for and then building customer journey maps, experience mapping, or process mapping.

· Analyse journey dashboards, understand key metrics, and perform funnel analytics for journey optimisation & enhancements.

· Competition Benchmarking for capabilities, features, process, UI/UX and benchmark it to the bank’s offerings

· Stakeholder management up to VP Level

· While not a necessity, candidates from Payment Fintechs such as Paytm for Business, PhonePe for Business, GPay, BharatPe, OR Wealth Fintechs Kuvera, ScripBox, Wealthify, INDMoney, Upstox, etc. would be preferred.

MUST HAVE EXPERIENCE:

· Strong understanding and experience of customer service journey / customer experience journey design

· Must have prior knowledge of either Wealth Management OR Merchant Acquiring domain with good understanding of either:

§ Wealth Management & Private Banking processes, dashboards, and customer lifecycle

§ POS, Bharat QR, Payment Gateways, and UPI solutions

· Define and prepare the Product Development/enhancement plan for the products and solutions managed

· Process review for products managed - Continuously review the process of existing journeys already deployed on digital platforms and undertake enhancement for the various products to improve the process, UIUX, Fields, and overall customer experience

· "Discuss the requirement jointly with respective product teams, BSG-IT and other stakeholders and undertake development of the requirements for the products managed

· Own the project delivery while clearing bottlenecks to ensure smooth progress of development throughout the life-cycle for on-time and bug-free delivery"

· Manage a detailed plan to track the progress of the project and raise timely flags to all stakeholders

· Troubleshooting for the products managed Resolve queries / bugs reported by users Carry out Root Cause Analysis (RCA) for reported bugs and take corrective action in a time-bound manner