Product Lead-Customer Life Cycle, MSME

☞ IDFC FIRST Bank

Aussicht: 88

Update Tag: 16-05-2024

Ort: Mumbai Maharashtra

Kategorie: IT - Hardware / Netzwerk Informationstechnologie Der Umsatz

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Jobinhalt

Role/ Job Title: Customer Lifecycle Lead – MSME Banking

Function/ Department: Retail Liabilities

Job Purpose:
To own the lifecycle of all the customers onboarded as part of MSME banking offerings e.g. current account, trade forex and retail payment solutions. Lifecycle management will include CX touch points, X-Sell, Attrition etc. Mission of this role is to optimize interactions across various channels and systems post customer account opening, ensuring active engagement and minimizing attrition.

Primary Responsibilities:
1. Create a single view of customer interactions and engagement driven by different teams.

2. Monitor overall MSME portfolio performance and analytically identify customer engagement gaps

3. Leverage data and insights from analytical models to identify initiatives that drive engagement

4. Ensure standardization of communication across channels throughout the customer lifecycle

5. Develop and execute targeted campaigns to keep the customer portfolio engaged

6. Create triggers to identify inactive customers and drive action through cross-functional teams.

7. Oversee program management of portfolio-level initiatives.

8. Identify attrition risk factors in collaboration with the analytics team and drive actions to address it

9. Analyze touchpoints across different channels (in-person/app) to enhance the overall experience

10. Understand the needs of the MSME customer segment through primary and secondary research

11. Conduct regular on-ground customer interactions to identify pain points and opportunities

12. Share best practices of customer lifecycle management with product-specific teams

13. Track MSME customer complaints and correlate them with post-onboarding journey gaps to solve it

14. Collaborate with other product heads to identify portfolio-level problems.

Secondary Responsibilities:
1. Provide inputs to all internet/mobile banking squads for next years planning

2. Identify business outcomes based on mobile and internet banking interventions

Managerial & Leadership Responsibilities:
’1. Mentor and coach product managers repoting to this role on innovation & compliance.

2. Create environment for team to focus on outcome driven problem solving

Key Success Metrics:
1. Improvement in adoption of internet and mobile banking features

2. Reduction in customer compliants on internet and mobile banking

Education Qualification:
Graduation: Any

Experience:
10 - 18 years
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Frist: 15-06-2024

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