Manager - Digital Platforms and Consumer AI

Job description

**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.