Head - Digital Technology - BFSI

Job Objective

1. Develop, enhance and maintain company's online platforms and integrations with partner ecosystem based on evolving trends and business priorities.

2. Collaborate with business, operations, call center and digital marketing to drive ecommerce business.

3. Researches, recommends and implements best practices and solutions to support the growth of business and improving CX.

4. Create and put into place an efficient and effective release process so as to ensure agility in the Digital SBU being able to make changes relating to SEO, Landing Pages, New Products and Buy journey.

5. Identify right partners to work with for different requirements of the SBU after deciding on whether one needs to buy or build

Key Responsibility Areas :

# Key Result Areas :

1. Impact on the Business / Function Activities:

- Ensure speedy integrations with the partner's platform. Run the DevOps shop to ensure that changes are handled with agility.

- Drive the development of buy journey/ APIs for new online insurance products ensuring functionality at or exceeding agreed-upon specifications/rules/ guidelines.

- Effective reporting of engagement metrics to be put into place and constant monitoring of the same to ensure action/course correction is done when needed.

2.Customers / Stakeholders Activities :

- Enhance the online platforms (website, CMS, buy journey, APIs, CRM, Marktech tools, digital communication etc) to become the best in the industry for business delivery and customer experience.

- Manage business stakeholder (internal and external) expectations.

- Implement outcomes/learning to make further improvements.

- Ensure a seamless full stack implementation and maintenance for ecommerce business.

- Have an agile process in place so as to support the business to launch digital products quickly

3. Leadership & Teamwork - Activities:

- Ability to - lead from behind- with a keen understanding of relationship management and stewardship of business relationships.

- Demonstrate success in creating impact quickly within the cross-functional SBU

4.Operational Effectiveness & Control Activities:

- Reach to level of standardization and modularization to ensure that the go to live for online platform changes is done in minimal time and can be extended to new products as well.

- Expert project management managing multiple platforms and managing legalities, permissions, security of the online platforms and digital assets.

- Maintains logs of errors and diagnosis

Key Performance Indicators :

Financial :

1. The business impact of deliveries

2. Minimizing opportunity loss due to delay in the development of platforms.

3. Managing Expenses

4. Build vs buy decisions to address business requirements

Customer :

1. Reducing drop-offs, time to complete application, low page load times, personalized experience.

2. extension of the platform to devices, browsers, integration with other platforms

Process :

1. Efficient Devops and effective process to get changes done with minimal effort on production

2. Minimising manual interventions and seamless integration

Major Challenges :

- Leverage on existing processes and structure them for better customer experience.

- Create cross-functional relationships to solve problem

- Articulate and then prioritise developments needed for the success of the role.

- Deliver the best in the industry technology platform

- Monitor, maintain and improve platform specific KPIs ( load time, % errors, downtime etc)

- Rigorously follow up with stakeholders to ensure that purpose of the role is achieved.

- Bring in fresh ideas on processes to shape up the next level of digital excellence for the SBU

- Support other members of SBU in jointly achieving the SBU Goals

- Speed of execution in resolving aggregator requirements. Pro-actively solve the problems.

Role Context :

Specific skill-based competencies required to satisfactorily perform the functions of the job include:

- Deep digital technology expertise

- Strong architectural knowledge ( Microservices, event-driven architectures)

- Expertise working with database structures, programming, content management; search engine optimization, large-scale content management systems; server and virtual host management; site security; user generated content; online communities; RSS; online applications/forms;

- Expertise working with adobe Experience Manager . Ability to code in HTML, CSS, JQuery, Javascript,Java.

- Expertise with API Programming in any language

- Expertise with web design software, Adobe marketing technology platform, WordPress.

- Microsoft office software, Google Docs, Smart Sheet

- Preparing and maintaining accurate records and logs