Key Responsibilities:
- Performance Monitoring & Reporting Excellence:
- Design, develop, and lead the implementation of advanced monitoring frameworks, dashboards, and reporting mechanisms to track the performance of all mass segment programs (e.g., acquisition campaigns, digital migration efforts, product launches).
- Define and standardize key performance indicators (KPIs) and metrics across all initiatives, ensuring consistency and relevance to business objectives.
- Oversee the collection, aggregation, and analysis of vast datasets to identify trends, opportunities, and areas requiring corrective action.
- Deliver executive-level performance reports and presentations to the GM – Head Mass Segment and other senior stakeholders, providing actionable insights and strategic recommendations.
- Data-Driven Decision Making & Optimization:
- Champion a data-centric culture within the Mass Segment, utilizing insights to drive continuous improvement and optimization of all customer-facing programs and internal processes.
- Lead deep-dive analyses to understand program effectiveness, customer behavior patterns, channel performance, and operational efficiencies.
- Proactively identify bottlenecks, inefficiencies, or underperforming areas within programs and propose innovative, data-backed solutions.
- Drive A/B testing and other experimentation initiatives to refine program strategies, enhance customer experience, and improve financial outcomes.
- Stakeholder Engagement & Influence:
- Act as the primary subject matter expert on program performance and monitoring for the Mass Segment, effectively communicating insights to cross-functional teams (e.g., Product, Digital, Operations, Marketing, IT).
- Collaborate strategically with various department heads to ensure alignment on program objectives, data requirements, and performance expectations.
- Strategic Program Oversight & Governance:
- Define and implement the overarching strategy for program management and monitoring within the Mass Segment, aligning with the bank's broader retail and digital vision.
- Establish a robust governance framework for all mass segment initiatives, ensuring clear objectives, defined KPIs, and accountability structures.
- Work closely with the Head – Planning & Strategic Initiatives to translate strategic goals into measurable program outcomes and monitor their achievement.
Minimum qualifications:
- Graduate/Master’s Degree from a reputable institute.
Minimum experience:
- 8+ years of experience ideally within the industry.