Yes Bank - Unit Head - Business Software Group

Unit Head - Business Software Group

Sub Business Unit: CRM under Innovation & Development COE Unit

Management Band: Middle / Top Management

Location: Yes Bank House, Mumbai

JOB ROLE SCOPE:

Number of Direct Reports: 2+10

PURPOSE OF THE ROLE

The Unit Head will be responsible for building strong relationships and fostering collaboration across business and enabling units utilizing CRM platforms. The role involves driving the vision and strategy for CRM products and platforms, working closely with business teams to address evolving needs, and partnering with technical product teams to deliver high-quality technology solutions within timelines.

KEY RESPONSIBILITIES & KPIs OF THE ROLE:

Policies, Processes & Procedures:

- Deliver solutions with a business-focused yet risk-aware approach

- Manage vendor relationships and ensure governance standards are maintained

- Ensure team training across functional, technical, and information security areas

- Optimize project cost and efforts in collaboration with stakeholders

- Drive innovation and continuous improvement within the team

- Strengthen stakeholder communication and engagement

- Launch new solutions supporting business initiatives and customer experience enhancement

Transformation Delivery:

- Drive CRM transformation initiatives with focus on time, cost, and quality

- Analyze industry trends and identify innovative solutions for banking processes

- Lead end-to-end CRM and digital initiatives

- Monitor platform performance and drive continuous improvements

Technology & Functional Leadership:

- Demonstrate a strong digital-first mindset

- Understand CRM platforms in banking across sales and service delivery

- Ensure scalability, security, and compliance of platforms

- Enable increased business value and revenue through platform optimization

Innovation & Digital-First Mindset:

- Propose innovative solutions for sales, service, and customer processes

- Stay aligned with evolving industry and technology trends

Platform Value Management:

- Own delivery value, governance, and risk posture of CRM platforms

- Drive platform adoption across business teams

Stakeholder Management & Communication:

- Maintain proactive communication with business, operations, and leadership

- Contribute to monthly leadership updates (IT Steercom, Strategy meetings)

- Work closely with product, tech, business, and operations teams

- Ensure alignment on delivery expectations and outcomes

Financial Management:

- Manage unit-level budgets (Capex & Opex)

- Optimize cost while maximizing business value

- Conduct post-implementation reviews

Team Leadership & Performance:

- Build high-performing, accountable teams

- Foster ownership, urgency, and responsiveness within the team

People Management:

- Ensure structured communication and stakeholder management

- Strengthen project governance and monitoring

- Recognize team achievements through internal forums

OPERATING NETWORK:

Internal Stakeholders: Retail Banking, Wholesale Banking, TBG, Customer Experience, Operations, Service Delivery

External Stakeholders: Vendors, Contractors, Regulatory Agencies

ROLE PROFILE REQUIREMENTS:

Education:

Essential: Bachelor's or Master's degree in Engineering

Preferred: Engineering degree with domain knowledge in Banking Operations & Service Delivery

Experience:

Essential: 18-25years

Preferred: 15-20 years

Competencies:

Core Competencies:5

- Customer & Quality Focus

- Professional Entrepreneurship

- Drive for Results

- Influence & Impact

- Integrity

Leadership & Behavioral Competencies:

- Lead and Develop People

- Enable Change

- Build Transparent and Inclusive Teams