Job Purpose
To support the execution and day-to-day management of the Banners, GenAI and personalization across app and web platforms by coordinating requirements, integrations, and issue resolution, thereby ensuring smooth customer experience and operational efficiency.
Duties and Responsibilities
Support the execution of Banner Build and Run across digital platforms
Assist in gathering and documenting business requirements, user stories, and acceptance criteria for product enhancements.
Coordinate with technology teams to support development, testing, and rollout features.
Support UAT activities, defect tracking, and closure for app and web releases.
Monitor daily operational performance of banners including success rates, failures, build issues.
Assist in resolving customer-impacting issues and operational escalations.
Ensure adherence to defined processes, controls, and compliance requirements.
Prepare basic MIS, dashboards, and reports for product and business stakeholders.
Key Decisions / Dimensions
Prioritizing day-to-day execution tasks and issue resolution within assigned scope.
Recommending process improvements or minor product enhancements based on observed gaps.
Deciding initial troubleshooting actions for issues before escalation.
Determining readiness for UAT completion and defect closure within defined guidelines.
Escalating high-impact or policy-related issues to senior product or business stakeholders.
Major Challenges
Managing High-volume Execution: Supporting increasing transaction volumes while maintaining accuracy and turnaround times.
Handling Multiple Dependencies: Coordinating across technology, operations, and external partners with limited decision authority.
Ensuring Journey Consistency: Maintaining consistency in processes across platforms.
Balancing Speed with Accuracy: Supporting fast turnarounds without impacting quality or compliance.
Operational Issue Resolution: Managing repeat issues and customer escalations effectively.
Required Qualifications and Experience
Bachelors degree in Engineering, Technology, Business Administration, or a related discipline from a recognized institution.
24 years of experience in Product Operations, Digital Platforms, Banking Operations, or Fintech roles.
Basic understanding of customer journeys.
Exposure to UAT, system workflows, ticketing tools, and digital platforms.
Ability to work with multiple stakeholders and manage operational dependencies.
Strong attention to detail, documentation, and analytical skills.
Good communication skills with the ability to escalate issues clearly and timely.
Sourced from naukri
