Job 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
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
💡 Quick Summary
Seeking a career-building opportunity? The Ujjivan Small Finance Bank | Product Growth Expert|Digital Adoption | india position is now open for candidates interested in the Bank Jobs sector. This role in New Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
