Zonal Manager - Tech Transformation

Job Summary

Lead the strategy, design, development, and operations of the DMS customer mobile app and web portal, which serve as primary self-service channels for payments, settlements, promisestopay, disputes/requests, statements, and refunds. Delivering key DMS Tech transformation projects: 1. DB Architecture change for sync multiple systems; 2. Vertical Wise DMS One App Version Management; 3. Consolidation of Process (NACH, Death & Insurance Portal & CRM); 4. SFDC CRM evaluation.

Responsibilities

• Product Strategy & Roadmap: Define multiyear roadmap for the DMS App & Web including journey enhancements, capability upgrades, UI/UX modernization, and regulatory compliance. Prioritize features based on business value, customer need, compliance impact, and technology feasibility.
• Technology Delivery & Architecture: Lead solutioning and development across Android, iOS, and Responsive Web stacks. Ensure seamless integration with core systems (Indus/Core), OneCRM, Dialer, Segmentation Portal, Payment Gateways, Dispute/Refund Engines, and Analytics.
• Release Management & Operational Excellence: Own release calendars, approval gates, rollout/rollback plans, app store compliance, and hypercare frameworks. Ensure comprehensive documentation: SOPs, runbooks, FAQs, error dictionaries, user guides.
• B Additional Accountabilities: Maintain dashboards, KIDs, and run weekly/monthly leadership reviews.
• Monthly Tracker, MNL, KRA & KPIs tracking & publishing to relevent stakeholders in timely manner.

Key Decisions / Dimensions

• Feature prioritization, roadmap direction, and design choices.
• Release gating, rollout strategy, and technical guardrails.
• Control frameworks for security, consent, communication, and payments.

Major Challenges

• Balancing rapid iteration with security, stability, and compliance.
• Integrating multiple systems while sustaining performance and reliability.
• Ensuring omnichannel consistency across app, web, and assisted journeys.
• Managing customer diversity (languages, device types, digital maturity).

Required Qualifications and Experience

• a) Qualifications: B.E./B.Tech; Certifications in Product Management, Cloud, Security/Privacy, Agile/SAFe desirable
• b) Work Experience: 12-18 years leading highscale app/web products (preferably BFSI/collections/digital payments); Strong expertise in UX, mobile/web development, payments, compliance, and analytics
• Hands on experience in ZBB, BPR/DPR, Draw.io & process mapping.