Product Lead - Cross Sell - Mumbai

Job Description:

Role/Job Title: Product Lead-Cross Sell

Function/ Department: Rural banking

Job Purpose:

• The role entails scaling up the cross-sell business for the bank, by developing strategies to expand the existing products, channels, segments and customer base by delivering banking needs to the customers in the most cost efficient and technology effective manner. 
• It includes building up teams, systems, process and culture amenable to the scale and consistency of delivery. Role will closely collaborate with Rural Sales and Retail Assets team - Business Heads, Business Analytics, Digital Marketing & Transformation, Branch Banking teams and Technology teams for same.
• The role has a P&L responsibility for the Cross-sell business contributing to the larger organizational objectives of the bank. This role encapsulates the responsibility of providing a seamless and fulfilling customer experience and ensuring we become the primary bank for all banking needs

Roles & Responsibilities:

• Build great best in class products and great customer experiences and user experiences for the Cross-sell business.
• Ideate, co-create products for existing customers along with the product heads of each business.
• Own program building, tech wireframing and user experience for the above products offered to existing customers.
• Co-create custom products and experiences for Branch liabilities franchise and own program building, tech wireframing and user experience.
• Constantly build differentiated offerings to the customer that enables business growth
  Build the best in category customer experience to existing customers and branch Liabilities franchise both internal and external customers.
• Secondary Responsibilities:
• Enable and activate digital distribution and on-demand instant delivery of services across ETB, customer X-sell.
• Collaborate with other departments and functions to build best-in-class products and service offerings to the customer.
• Managerial and Leadership Responsibilities: 
• Champion the IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.
• Create an environment for focused on automation and digital enablement to fulfil customer’s needs holistically. Champion the business model that keeps technology, analytics and customer centricity at the heart of the day to day functioning

Key Success Metrics:

• Coverage of X-sell products on the eligible segments
• Growth in business through incremental programs created for X-Sell across products.
• ETB business mix from own channels vs external channels.
• Ease of process & differentiated customer treatment for Branch walkin/ETB X-sell customer vis a vis other mode of onboarding.
• Revenue generated/branch.
• X-Sell to be the largest channel for each business line at below average market cost of acquisition

Education Qualification: 

Postgraduate & equivalent (Masters)