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Product Lead-Customer Life Cycle, MSME
見る: 88
更新日: 16-05-2024
場所: Mumbai Maharashtra
カテゴリー: IT-ハードウェア/ネットワーキング 情報技術 売上高
業界:
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仕事内容
Role/ Job Title: Customer Lifecycle Lead – MSME BankingFunction/ 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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締切: 15-06-2024
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