Tech Transformation Manager

Job Purpose
Lead the strategy, design, development, and operations of the DMS customer mobile app and web portal, which serve as primary selfservice channels for payments, settlements, promisestopay, disputes/requests, statements, and refunds. Delivering key DMS Tech transformation projects:

1. DB Architecture change for sync multiple systems
2. Vertical Wise DMS One App Version Management
3. Consolidation of Process (NACH, Death Insurance Portal CRM)
4. SFDC CRM evaluation
Duties and Responsibilities
A Key accountabilities pertaining to the role
1. Requirement Gathering User Story Creation
Document detailed business requirements from ops/business teams.
Create user stories, acceptance criteria, process flows, data/API mapping, and UI notes.
2. Testing Release Readiness
Prepare test cases for functional, UX, performance, accessibility, and payment validations.
Execute SIT/UAT cycles, track defects, validate payment flows, refunds, reconciliations.
Support app store submissions and rollout/hypercare activities.
3. Data, Analytics Reporting
Validate event tagging/instrumentation; maintain funnel dashboards.
Monitor Core Web Vitals, crashfree metrics, latency, and payment success.
Support A/B experiments, generate insights, and create daily/weekly reports.
4. Security, Compliance Content Quality
Ensure adherence to consent, privacy, secure communication, PII handling, and content approvals.
Maintain SOPs, FAQs, error dictionaries, release notes, and compliance documentation.
5. CrossFunctional Coordination
Work with IT/Engineering, Payments/Finance, Risk/Compliance, Design, Contact Centre, and vendors for clarifications, environment readiness, and issue resolution.

B Additional Accountabilities
Raise improvement ideas for UX, process flows, and conversion enhancements.

Monthly Tracker, MNL, KRA KPIs tracking publishing to relevent stakeholders in timely manner.

Key Decisions / Dimensions

Story slicing, test coverage prioritization, and UI microsuggestions.

Raising escalation for environment/data/production issues.

Suggesting features for experimentation or UX improvement.

Major Challenges

Managing dependencies across payment, authentication, and analytics systems.

Ensuring stable instrumentation during frequent releases.

Handling multilingual, multidevice variations in customer journeys.

Required Qualifications and Experience
a) Qualifications

Graduate degree (Engineering/Commerce preferred)

Certifications in Agile, product operations, analytics/BI desirable

b) Work Experience

Hands on experience in ZBB, BPR/DPR, Draw.io process mapping.

5-10 years in app/web product delivery or BA/QA (preferably BFSI/payments)

Experience with mobile/web testing, payments, analytics instrumentation

Understanding of UX, experimentation, and accessibility fundamentals