Unit Manager - Digital Platforms/Senior Unit Manager - Digital Platforms

Capability development for Bajaj Finserv digital assets – App and web. Work closely with COE to gather requirements, and with IT to deliver any new requirement or enhancement in existing capabilities. Once any capability goes live, ensure it is functional at all times, by tracking key performance metrics using multiple tools. All capabilities on platform will lead to increased adoption of App, Web and contribute to business, engagement, increased traffic and conversions. 1. Ensure customer facing capabilities are envisaged, delivered and functioning with attention to detail a. Understanding business/service requirement b. Understanding that the requirement is delivered in a customer intuitive manner c. Making sure the right communication reach out to the customer to ensure the customer is engaged with the application and caters to business/service need at the same time 2. For management of any asset in the digital platform a. Ensure if it is working fine at all times b. Research and benchmark similar capabilities in the market and see if asset can be made better c. Personalization of properties on Digital Platform for driving business priorities d. Working with IT and Data Science Teams to provide specific views on prioritized business modules to the customers including Segmentation of customers based on their persona, & creating Front end capability to display on Platforms. 3. Tracking key metrics a. Click to next view success % b. App launches, Driving DAU (Daily Active Users), MAU (Monthly Active Users) c. Service utilization via digital assets d. Ensure the feature adoption should happen in such a way, it increases the customer retention on the Bajaj Finserv Digital Assets e. Targets achieved (Planned versus actual business or service numbers) 4. Analyzing and evaluating the effective activities to keep the customer engaged on the Platform a. Measure the last activity with the latest engagement activity to understand what works and what doesn't b. Benchmarking the latest engagement activity with the industry c. Analyzing the engagement activity, ensure which engagement product should come in the application 5. Identifying and timely fixing of the issues while observing customer behavior in production a. Ensure the TAT should be within limits while fixing the issues b. Involve the stakeholders responsible for any issue debugging and resolving c. Should have the timely approach/communication to ensure that the customer will be engaged on application without any hustle 6. MIS and Power BI dashboards: a. Tracking of traffic, leads, conversions via Power BI dashboards b. Publishing the latest update of customer activity on assets c. Engaging with data/ business team to understand the trend of the customers, moving upwards in terms of engagement with the App d. Maintaining track of daily activities for release, service, issues and engagement

Bajaj Finserv