National Manager - DSMG - Business Transformation - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - (M7-M9)

National Manager - DSMG - Business Transformation - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - (M7-M9)

Role purpose
Lead the BU's digital transformation agenda by leveraging technology, data, automation, AI and digital platforms to transform business processes, customer journeys and operating models.
The role will be responsible for identifying and executing technology-led business transformation initiatives that drive growth, improve customer experience, reduce turnaround time, increase productivity, optimise costs and strengthen operational controls.
The incumbent will work closely with Business, Technology, Digital, Operations, Credit, Risk, Collections, Finance and Customer Experience teams to convert business priorities into scalable digital solutions and ensure measurable adoption and business impact

Key Responsibilities
1. Transformation Strategy – Define and drive the enterprise Business & Digital Transformation roadmap.
2. Digital Lending – Digitise the end-to-end lending journey from lead to disbursement and servicing.
3. Customer Experience – Transform customer journeys to improve NPS, TAT and digital adoption.
4. Sales Digitisation – Drive digital tools, CRM and analytics to improve sales productivity and conversion.
5. Process Transformation – Simplify and redesign critical business processes for scale and efficiency.
6. Automation – Drive RPA, workflow automation, APIs and STP across business processes.
7. AI & GenAI – Identify and scale AI/GenAI use cases across business and operations.
8. Digital Credit & Risk – Enable technology-led credit decisioning, underwriting and risk monitoring.
9. Data & Analytics – Leverage data and analytics for business, customer and operational decisions.
10. CRM Transformation – Build a 360° customer view and enable personalised engagement and cross-sell.
11. Digital Collections – Leverage digital, analytics and AI to improve collection effectiveness.
12. Digital Platforms – Drive integration and adoption of digital platforms, LOS, LMS, CRM and APIs.
13. Productivity & Cost Optimisation – Deliver measurable improvements in productivity, cost and profitability.
14.Transformation Governance – Establish governance, KPIs, milestones, ROI and benefit realisation for transformation initiatives.
15. Change & Digital Adoption – Drive adoption, change management and a culture of continuous digital innovation.

Qualification
Education: MBA/PGDM from a reputed institution; Engineering/Technology or relevant graduation preferred.