Program -CRM & Data Insights

PURPOSE OF THE ROLE

A two-to-three-line statement outlining the objective or the reason for which the job exists.

• Bridge the gap between business strategy and technical execution by designing and managing complex application

lifecycles (Yes Genie - CRM and Data Insights Products)

• Establish governance frameworks and manage the same for both CRM and Data Products
• Deliver scalable, data-driven customer journeys that optimize cross-sell revenue and frontline productivity

KEY RESPONSIBILITIES & KPIS OF THE ROLE

These responsibilities are representative, and the role holder is also responsible for any other job

assigned by the superior authorities from time to time. This section in not intended to be an exhaustive

listing of all activities done by the role holder. It should capture only the key responsibilities of the role. Metrics that are used to evaluate the success / performance of the role; specific targets do not need to be included as those would change from Y-o-Y.

Responsibilities KPIs

Strategy and

Planning Act as a critical bridge managing high-potential project resources, cross-functional stakeholders, and vendor delivery Implement market best practices in tandem with overall portfolio and customer engagement plan, regular benchmarking and process enhancements. Number of processes digitized Number of new user teams onboarded Cross-Sell revenue generated Cost Saving through assisted digital services Number of new solutions implemented across platforms Number of new use cases of data insights outputs being used across channels

Policies, Processes

& Procedures Conduct structural monthly analysis for logic and functional integrity across the CRM & Data Insights framework Maintain absolute data accuracy across all platforms, reporting tools and executive summaries Ensure all journeys and workflows are fully documented and in compliance with Bank Policies and regulatory guidelines

Expand application capabilities for enabling adoption by multiple user teams Integrate and enable new delivery channels with the Data Insights platform to boost cross-sell and upsell metrics Design and deploy assisted digital journeys to remove friction from customer acquisition and cross-sell Implement new business solutions leveraging the Data Insights capabilities

People Management Manage and mentor high-potential project resources to execute ad-hoc and bespoke organizational initiatives Organize and execute periodic training programs to improve adoption and visibility of the CRM & Data Insights platform across existing and prospective user teams