Digital Adoption Expert - Payments - Small Finance Bank

Digital Adoption Expert (Payments)

COMPANY PROFILE :

- We are hiring for a reputed listed Small Finance Bank and a certified Great Place to work 2020 primarily catering to financially unserved and underserved segments with the mission to provide a full range of financial services to the 'economically active poor' who were not adequately served by financial institutions.

- The presence is across 24 States / Union Territory, 248 Districts, 500+ Banking Touchpoints 15,000+ Employee Strength.

I. KEY DUTIES & RESPONSIBILITIES OF THE ROLE :

1. Business/ Financials :

- Drive Customer Digital Payment adoption across branches/ Region

- Shift Customers from Cash transactions to Digital through Bank's digital payment products such as UPI, IMPS, SI, NACH and Payment gateway transactions etc.,

- Drive online net banking transactions on merchant website through Net Banking Payment option

- Design Customer campaign to use Ujjivan's account as primary account for payments thus results in higher average balances in Customer's account

- Identify partners who needs UPI handle and work with product to offer UPI payment option to get float from the partners

- Build use cases for Payments along with Business and Product team for onboarding merchants or Customers thus resulting in higher balances in Customer's account

2. Customer (Both Internal & External) :

- Review the customer experience across payment products and take action to reduce any friction

- Review the customer drop outs from digital payment and take corrective action

- Review Customer feedback and complaints in the respective region and create actionable for solution

- Execute launch plan along with product team for any new product or services releases on Digital channels platform

- Create tools, training material and conduct regular training and concalls with branches to ensure knowledge dissemination of digital payment products, driving digital targets through branches and managing processes of addressing customer complaints related to digital payment products

3. Internal Process :

- Prepare monthly /quarterly regulatory reporting's pertaining to Digital Payments

- Prepare and publishes the digital payment penetration and repayment dashboard to branches and supervisory team

- Review service index parameters related to Payment products and work with IT and payments to reduce technical declines and delay in reversing failed transactions

- Manage partner's payments and invoice processing and contract SLA management

4. Innovation & Learning :

- Benchmark Digital Payment platforms and services in industry and provide inputs to Digital product team

- Keep up to date on new regulatory requirement on Digital Payments

- Analyze customer engagement strategy and implement best practices

Candidate Requirement :

- 3 to 5 years of experience in managing Digital payment products or Retail Banking Products

- Certification in Google analytics, Data analytics. Customer engagement program