SVP& Head : Digital Channels and Experience Job Vacancy in Citi Mumbai, Maharashtra – Updated today

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Full Details :
Company Name : Citi
Location : Mumbai, Maharashtra
Position :

Job Description : Job Background:
Digital Channels have become the face of the bank; the primary and preferred banking channels for our clients. Mobile first describes the immediate and future strategic agenda for Citi and the key to shutting down analogue. Digital is our largest customer servicing channel .With 53% of our clients actively logging into online and mobile banking platforms every month calls for a strategy to leverage this channel to drive client engagement. Client Experience, both how we engage and deliver industry leading experiences is key to transforming Citi’s consumer business. This transformation will be led through digitization.
Job Purpose:
Head of DCX – India will manage all Digital Channels (Online banking, Mobile App, Portal, WhatsApp) and Client Experience activities for 3 Million Consumer Banking customers. This includes the day to day running of the DCX team as well as working with 50+ stakeholders across the bank.
Key to the success of this role will be driving strategic direction, building best-in-class client experience & prioritizing capability rollout to ensure the features deliver to the transformation drivers. He/She will be responsible for driving digital adoption and delivering best in class user experience. He/She will also ensure all regulatory reporting and controls are delivered on time and mandated solutions are delivered as part of this rollout.
Key Responsibilities:
The role requires working extensively with business & tech team to come up with innovative solutions for the projects.He/She would have to work with work with stakeholders within and outside the organization to resolve critical issues. He/she would have to demostrate out of the box thinking in coming up with the solutions.He/She will have to work very closely with various stakeholders for solving day to day problems of key digital initiatives. Eg There is a critical service impacting a big customer base, it is expected that he/she would work with tech, business teams & external stakeholders (if required) to find the root cause, find alternatives and use problem solving skills to resolve the issue. Since a major part of the role is to work with business functions so basic understanding of various banking vertcles like Retail, Wealth, Cards, Loan etc is required. He/She will be responsible for evaluating emerging trends in BFSI, technologies & potential partnerships that allow to deliver innovative experiences and simplify customer experience. He/She should have exposure to digital exposure since he/she needs to manage all major channels of communication & engagement with consumer banking customers like Email, SMS, Mobile Notifications. He/She will be responsible for management of all controls and regulatory reporting (eg RBS, MeitY,RBI etc ) for the digital Unit
Knowledge/Experience/Technical skills:
Ideal candidate will have 10+ years of relevant experience in a leading e-Commerce, Payments, or Financial Services Institution Passion for design and delivery of outstanding customer experiences with a strong understanding of how digital technology can enable this Demonstrated track record managing all aspects of a successful software or technology product or platform throughout its lifecycle, including product strategy development, customer insights/needs, and requirements definition Data-driven analytical skills and be able to operate and thrive with partial information and ambiguity Demonstrated ability to define, prioritize and deliver best in class products Thinks strategically, but stays on top of tactical execution
Personal Skills:
Robust strategic, analytic and problem solving skills Strong execution and disciplined implementation skills of complex projects and engagements Proven ability to operate in a multi-national, matrix or direct management organization Great communicator (verbal, written, presentation), with strong relationship management and influencing skills at local/regional and senior/junior levels Relationship building & influencing Can work successfully in a matrix organization Strong ethics and integrity Impeccable leadership credentials
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Job Family Group:
Commercial and Business Sales
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Job Family:
Retail Business/Citi business
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Time Type:
Full time
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Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
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