Job Description

: Department Customer 360
Location Mumbai Head Office
Number of Positions 1
Reporting Relationships SVP
Position Grade DVP / AVPWith Customer Centricity being an area of core focus for the Bank, comes the need for building robust platforms that equip our frontlines to cater to needs of customer as per their life cycle and enable us to achieve deeper customer engagement through stronger product and service holdings.We are in a world where we can work with agile methodologies and help the teams with data driven decision making capabilities. The robust digital first model should help the teams to constantly adapt with the changing environment. With the organization undergoing a paradigm shift we intend to focus our energies on running our existing digital platforms more effectively while we build out newer advanced platforms with enhanced capabilities for our frontline colleagues.Engaging with our customers in a 360 way such that we are able to understand, engage on and capture every opportunity that the customer may present is a big change that is being driven across the firm. The captioned role will be an integral part of this new thrust and will help drive this change.With the above objectives in mind the Product Manager Digital Platforms will have the following responsibilities:

• Understanding existing Digital Platforms (key one being CRM) and navigating them to enhance penetration of various products across the bank in the areas of Save, Invest, Borrow, Protect and Pay.
• Enhancing the platform to give the teams an enriched experience and the ability to view the Customer at a 360 level. This will empower the frontline to have meaningful and engaging customer conversations.
• Plan activities to be showcased on the platform and run them such that it helps to improve efficiencies of the frontline wrt customer coverage and x-buy
• Developing digital journeys with teams to ensure that customers can be touch based with ease and we can offer seamless digital journey experience.
• Think holistically right from lead to login to disbursement to service to life cycle management.
• Stitch all available offers and engagement cues, encompassing Save, Invest, Borrow, Protect, Pay for customers on the platform to give the frontline colleague the best pointers for engaging with the customer
• Driving Channel CRM efficiencies through various dashboards.
• Monitoring and improving system capabilities and efficiencies on a day in and day out basis.

• A passion for solving Customer Problems and ensuring great user experience
• Basic understanding of systems and technical architecture
• Ability to define and launch digital projects
• Experience in data driven decision making
• Strategic and Analytical skills
• Ability to work effectively with cross functional teams and manage various stakeholders

Kotak Mahindra Bank