Unit Manager /Senior Unit Manager - Customer Centricity Unit

Job description

**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 engine For specific product to 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** 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.|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 What s 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. **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.