Role Overview:

We are hiring for one of the capital markets in Mumbai for a Deputy Vice President - Customer Platforms role.

Key Responsibilities:

Revenue Growth & Commercial Outcomes:

- Drive platform-led revenue initiatives across broking, investing and wealth products.

- Design and execute lead management frameworks from acquisition through conversion.

- Improve lead acceptance, qualification, conversion and revenue realization across the funnel.

- Build customer lifecycle programs covering new customer activation, first trade conversion, cross-sell, upsell, reactivation and retention.

- Partner with Product, Sales and Marketing teams to improve campaign effectiveness and customer conversion.

- Establish measurement frameworks linking platform investments to commercial outcomes.

Platform Ownership:

- Own enterprise customer platforms including Salesforce Sales Cloud, Service Cloud, Agentforce and related engagement platforms.

- Define the platform roadmap aligned to business growth, servicing and customer experience priorities.

- Drive adoption across sales, service, operations, branch and digital teams.

- Maximize use of native and out-of-the-box platform capabilities before considering custom development.

- Govern platform enhancements, releases, change management and vendor delivery.

Agentforce & AI Transformation:

- Lead implementation of Agentforce and AI-powered customer engagement initiatives.

- Identify and prioritize AI use cases across sales, servicing, activation and customer engagement journeys.

- Drive automation that improves customer outcomes and employee productivity.

- Establish governance for AI agents, orchestration, enterprise APIs, knowledge sources and human hand-offs.

- Track and demonstrate measurable business impact from AI investments.

Lead Management & Customer Growth:

- Own the end-to-end lead management operating model, including intake, prioritization, assignment, nurturing and closure.

- Improve speed-to-contact, lead conversion and sales productivity while reducing leakage.

- Drive targeted cross-sell and upsell programs using customer data, segmentation and platform workflows.

- Enable lifecycle engagement through analytics, triggers and coordinated assisted and digital journeys.

Platform Stability & Governance:

- Act as the business owner for platform performance, reliability and operational excellence.

- Establish governance covering availability, performance, data quality, security, access controls and auditability.

- Partner with engineering teams to ensure scalable architecture and sustainable platform operations.

- Drive incident reviews, root-cause elimination and reduction of recurring platform issues.

- Maintain business continuity and operational resilience for critical sales and service journeys.

Integration & API Ecosystem:

- Work closely with engineering teams to build scalable and resilient platform integrations.

- Maintain a strong understanding of APIs, middleware and enterprise integration patterns.

- Govern integrations across customer, trading, marketing, service and data platforms.

- Ensure the platform architecture supports future growth, automation and AI initiatives.

- Balance speed of delivery with long-term architecture, security and stability.

Stakeholder Management:

- Partner with senior leaders across Product, Customer Experience, Sales, Operations, Technology and Marketing.

- Translate business priorities into platform capabilities, execution roadmaps and measurable outcomes.

- Drive alignment across business, product, engineering and implementation partners.

- Provide leadership visibility on platform performance, adoption, delivery progress and business impact.

Ideal Experience:

- 8+ years of experience in customer platforms, CRM, digital transformation, revenue operations, sales operations, customer experience or business platform management.

- Proven track record of driving lead conversion, customer activation, cross-sell and upsell outcomes.

- Experience owning enterprise-scale customer platforms and business-critical transformation programs.

- Strong understanding of customer lifecycle management, sales processes and service operations.

- Exposure to Agentforce, conversational AI, automation platforms and emerging AI technologies.

- Good understanding of APIs, integration architecture and platform governance.

- Strong stakeholder management experience across business, product and technology teams.

- Experience in broking, wealth management, financial services, fintech or digital businesses preferred.