Digital Micro Banking Adoption Expert - BFSI

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 Micro Banking customer digital adoption on New Mobile Banking application

- Drive digital self-service deposits booking and Repayment payments through new Mobile banking application

- Review the stickiness in usage and address any friction in the journey

- Create and execute customer engagement program across micro banking program for building digital usage behavior.

2. Customer (Both Internal & External)

- Set up the launch events in coordination with Micro Banking and Marketing

- Train the customers on self-service mobile app and walk them through the application

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

- Review Customer feedback and complaints in the respective region/cluster and create actionable for addressing it

- 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 application.

3. Internal Process

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

- Prepare and publishes the digital adoption dashboard to branches and supervisory team

- Review service index parameters related to Digital channels 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 solution 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

- Drive Micro Banking customer digital adoption on New Mobile Banking application

- Drive digital self-service deposits booking and Repayment payments through new Mobile banking application

- Review the stickiness in usage and address any friction in the journey

- Create and execute customer engagement program across micro banking program for building digital usage behavior.

Candidate Requirement -

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

- Work experience in micro banking segment is added advantage either in sales or product role

Google analytics, Data analytics. Customer engagement program