Job Purpose
The role is responsible for driving process innovation and operational excellence within the Digital Operations function by identifying and implementing new processes, methodologies, and digital capabilities based on business, regulatory, market, and customer-driven requirements. The position focuses on enhancing customer experience across all digital touchpoints through process standardization, automation, and continuous improvement initiatives.
Job Context & Major Challenges:
Operating in a highly regulated and competitive financial services environment, ABSLAMC continuously balances regulatory compliance, customer expectations, operational efficiency, and business growth. The organization is known for its strong focus on technology adoption, product innovation, research-based investment philosophy, and extensive distribution network spanning direct channels, IFAs, national distributors, and banking partners.
The role operates in a dynamic digital ecosystem where continuous innovation, process efficiency, and customer-centricity are critical. Key challenges include managing and enhancing functionalities across digital platforms while ensuring scalability, compliance, and seamless customer experiences.
Major responsibilities and challenges include:
Designing, implementing, and managing new digital processes and customer-centric functionalities across online channels.
Driving process automation and standardization initiatives to improve operational efficiency and optimize costs.
Identifying opportunities to digitize customer transactions and services to enhance service differentiation and customer satisfaction.
Managing end-to-end project execution including requirement gathering, process mapping, BRD preparation, stakeholder alignment, UAT testing, rollout, and post-implementation monitoring.
Benchmarking industry best practices and introducing innovative digital solutions while ensuring regulatory compliance and risk mitigation.
Collaborating closely with cross-functional teams including Operations, Customer Service, Marketing, Risk & Compliance, IT, and external partners such as RTAs, banks, payment aggregators, and solution providers.
Ensuring high system availability, scalability, and minimal transaction failures across digital platforms.
Simplifying customer journeys and reducing transaction complexity through continuous user interface and process optimization across digital channels.
