Unit Manager – Customer Centricity

Job Purpose


To design and build a scalable Real-Time Approval ecosystem that bridges the gap between increased organizational size and the need for agility. This role is responsible for creating a standardized approval engineFor specific productto ensure non-negotiable speed in customer acquisition journey. The primary objective is to eliminate friction in the customer journey, thereby enabling the rapid scaling required to meet LRS financial Goals.


Duties and Responsibilities


Product Development

Act as a liaison between Business/COE and technology groups to facilitate communication both ways capturing product and feature expectation from business, grooming the requirement (What is doable and Whats not best practice in Realtime(RT) Loan Approval engine from customer standpoint and relevant to industry- BFSI)

Review Business User Stories for the streams assigned, Undertake Gap Analysis and prepare Approach Document/ solution documents along with IT

Handling complex ideas and break them down into concise and effective requirements

Enrich BRDs considering customer in mind, achieving horizontalization and standardization.

Review Tech solutioning documents and highlight any impediments and gaps w.r.t approved BRD submitted.

Ensuring complete coverage with respect to integration document prepared by technology team.

Understand and suggest Data ecosystem requirements contributing to RT Loan Approval Engine and Data Architecture based on user stories submitted by business.

Generate ideas for product improvement brainstorm impact with counterparts in Functions and COEs and gauge feasibility with IT team

Scout the technology landscape to ensure adoption of emerging solutions and maintain innovative edge

Participate in Product feature presentation with project priorities, timelines, quarterly plans, etc. to Vertical Head for sign-off

Prepare overall project plan for execution of projects and prioritize projects based on those with large impact or horizontal level impact

Defining Critical success factor and product KPIs prior to release and then designing/building

Post release of the product continuous monitoring of KPIs to ensure highest level of SLAs (Uptime, performance and goal success).


Project Management and control

Responsible for collecting Product and integration requirements from COEs for kicking off any integration project.
Benchmarking and competition landscape analysis.
Building project tracker for management reviews along with COE and tech team. Co-ordinate with tech team for all project roadmap discussion, release plans, testing planning and impediments.
Jointly executing test cases for RT Loan Approval Engine at UAT level.
Reviewing business use cases along with COE team and understanding the system compatibilities and new development required to support business use cases.
Ensuring scalable and simple solutions for complex requirements.|Post Product release maintenance and support
Reviewing product and application performance along with business post shipping the product to production.
Ensuring data movement as per the workflows and SLAs defined during the development phase.
Impact analysis for all major changes and bugs and enhancement tasks.
Monitoring tech KPIs, funnel management and Pre and post approval journeys
Designing Pre-product and Post product surveys and market response analysis reports.

Key Decisions / Dimensions


Following decisions are taken by the role:
Acceptance and Rejection of Business use cases based on system capabilities and effort and cost required to develop the product feature.
Project task prioritization based on management and leadership view.
Collecting signoffs and Go live plan from Business/COE Heads.


Major Challenges


Changing scope of project by business/COE leads to lot of rework.
Upskilling on system compatibilities and capabilities w.r.t Loan approval workflows.
Tech debt and legacy systems, change management and performance related challenges
Clear visibility on data flow from core systems to ancillary applications in Real time.


Required Qualifications and Experience


a)Qualifications
Post Graduate
b)Work Experience
Experience of 2-4 years in each of the areas- product management, Online Business functions, and Project Management
Understanding of IT systems consumer facing digital platforms
Sound understanding of LMS, Finance application and Analytical tools.
Hands-on experience in Pre-Product research and prototyping will be beneficial.