Idea - Deputy General Manager - Digital Innovations - mCommerce

Skills and competencies:

- Experience of at least 12 - 15 years in strategy or digital media for a leading bank or PPI or Consumer facing digital business

- Sound understanding on Banking and Payments system business or telecom business with the ability to comprehend the payment systems

- Should have a strong acumen towards innovation and technology - preferably in the payments ecosystem

- Should have experience in performing customer segmentation, designing target operating models and leading go to market plans

- Experience to perform analysis on consumer behavior and segmentation

- Ability to develop User Interfaces for digital media to offer rich customer experience

Job Purpose

The person will be working very closely with the Business head to put in a place a digital strategy for the PPI business, along with robust processes for servicing customers digitally. In addition, the person will be responsible for executing digital strategy for PPI business, which will include:

- Reviewing customer segmentation - i.e. What are the different customer segments, their requirements, current and desired value propositions

- Competitive landscape - Learning from competition and building a differentiation strategy

- Cost and Revenue models - Fixed and variables cost models to serve customers

- Product portfolio - Building multiple use cases and digital channels (e.g. APP, social media) required to service the customers

- Operating model and Servicing Needs - To review and design processes to accommodate Digital tie-ups and digital contact points

- Operations and processes - Streamlining and supervising the current business operations and building new processes leveraging on digital capability

- Launch plan - Phase wise launch plan inline with the technology and sales and distribution launch plan

- Marketing and Branding requirements - Tieups required to have a higher digital presence along with Promotions and reward systems

- Training - Building a training program to ensure customers/channel providers/customer service officers are adequately trained and informed of the service offerings

Key Result Areas

- Development of a comprehensive digital strategy covering all elements of PPI business

- Achieving the targeted digital acquisition numbers and volume throughputs

- Segmentation of customers and providing innovative mechanisms to reduce churn and keep customers active

- Ability to devise processes with the objective of servicing customer queries and complaints digitally

- To monitor social media and other digital channels relating to customer views and issues

- Streamlining current operations and processes inline with digital strategy for faster turnaround