Senior Associate/Senior Manager, Product Manager – CE, Kasisto, Digibank India
DBS Bank
Mumbai, India
2d ago

Job Purpose

The Product Manager will be responsible for driving the entire cycle of development and management of Artificial Intelligence tool aid, Designed for no operations, Customer Journey enhancements and ancillary product launches on the digibank platform.

Key Accountabilities

  • Build a market excelling product line, offering best in class services and experience.
  • Revamp customer journeys with human centric design wise propositions with value added services, superior value and unparalleled experience for digibank customers
  • Responsible for incorporating feedback from market intelligence, research, competitor analysis and design features / functionalities to keep assigned products and services ahead of competition
  • Responsible for new product developments, launches and product promotional activities of ancillary products

  • Responsible for handling all audits, compliance and regulatory requirements
  • Job Duties & Responsibilities

  • Kasisto is an Artificial Intelligence powered virtual assistant which handles 71% of digibank customer queries. In 2018 we aim to utilize this AI tool to be more interactive, contextual and help in customer acquisition and transaction journeys, thereby making digibank experience truly digital.
  • Details of BAU & goals :

    1.Liaison with product managers, operations and sales team on day to day activities to add or modify questions for conveying the right message to customer.

    2.Track contact center volume distribution and effectiveness of Kasisto session. Relook at the Kasisto database and enhance the answers to top queries.

    3.Engage with customer experience, social media, appstore and playstore feedback to understanding customer engagement issues and enable Kasisto to come up with better assistance.

    4.Co-ordinate with Kasisto product manager and regional tech team to implement new features of Kasisto and socialise the same with the country stakeholders

    5.Roll out of AI assistant on various channels like Internet banking, Facebook etc.

  • Exploring, conceptualizing and building product process propositions, ensuring full use is made of new delivery channels with maximum incorporation of automation.
  • Education / Preferred Qualifications

    Result-oriented product manager with at least 5-7 years of experience with a proven track record in the financial services and / or banks, ideally in digital channels space and process automation.

    Experience in securities business / Mortgage will be an added advantage.

    Core Competencies

  • Results driven - possesses an ability to find solutions to difficult problems quickly and effectively
  • Process orientation - ability to perform within existing systems and processes, while project managing for process improvement
  • Interpersonal effectiveness and ability to influence - ability to interpret data and articulate to convince others
  • Team Effectiveness - Ability to work in a cross-functional, dynamic environment and support fellow team members in the achievement of their goals
  • Multi-tasking - Ability to manage multiple complex projects at various stages of development simultaneously
  • Technical Experience and Competencies

  • Proven experience in customer journey enhancements, automation and usage if automation to deliver consumer banking products through digital channels.
  • Good grasp of the agile development environment.
  • Strong analytical skills, creative, detail oriented, and solid problem-solving skills with a passion for new technologies
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