Lead - Business Process Re-engineering

Job Description:

Role/ Job Title: Product Lead – BPRG

Function/Department: TURBO Cross Sell

Job Purpose:

Role is in the Cross sell COE which solely takes care of the entire Cross sell capability across the bank ranging across all the products from retail assets to retail liabilities.The business is a horizontal capability in the bank which aims to deepen the relationship with the existing customer by providing the right product to the right customer through the right channel thereby increasing the PPC(Product Per Customer).

Product Lead-BPRG (Business Process Re-engineering) will lead a team of Product Managers in the planning and execution of multiple assisted journeys, call center tech and other related interventions to make the product offering process seamless and customer friendly.

Roles & Responsibilities:

• Managing end-to-end process re-engineering or improvement activities executing a significant process re-engineering effort to achieve sales conversions, sales efficiency and cross sell for the Bank with an overarching objective to increase the product per customer.
• Own E2E product roadmap and subsequent program and project management to ensurefaster time to market and efficient product backlog.
• Own the design,solution and adoption of the DIY and tele-assisted cross sell product journeys to drive conversions with higher sales efficiency, lower TATs, higher automations.
• Identify and implement the latest and greatest outbound contact center tech to improve agent experience and excellence.
• Benchmark product Cross sell journeys across competition work with the respective business units to drive execution.
• Work closely with multiple stakeholders includingbusiness product teams, sales & operations teams, tech teams, digital journey teams etc. for smooth planning and execution of projects.
• Adhere to all regulatory requirements of Digital Lending, Banking, Customer Servicing, Risk, Infrastructure Architecture & Enterprise Risk.
• Recommend process automation to improve service efficiency.Lead end-to-end journey enhancements and validate mitigation plans.
• Liaise with the tech team to achieve successful technology integration across workflows and platforms internally as well as with external partners.
• Use feedback system to enhance business performance and effectiveness.
• To challenge the business and use all the available re-engineering levers and provide timely reports on process re-engineering project / program status,risks and issues, evaluating performance based on management information.
• Lead and coach a team of product managers to collectively deliver the above roles and responsibilities.

Education Qualification:

Graduation: Any Graduation

Post-graduation: MBA/PGDM

Experience: 12 + Years of Experience in Product Management in Financial services. Relevant work exposure to Digital Platforms.