Mumbai | 12–16 years

Hiring for an established Indian lending business.

This is a business ownership seat, not an oversight one. You own the entire customer-facing digital estate like website, customer portal, chatbot, WhatsApp banking, self-serve journeys and the business number that comes off it.

What you own
The digital estate, end to end, with personal accountability for performance
The business number: activation, cross-sell and upsell penetration, drop-off reduction, digital adoption, contribution to disbursals.

Flagship KPI: raising servicing through self-service channels above 80% of overall servicing
A team of 10+ across the digital asset and channel functions
The CRM roadmap: segmentation, journey configuration, workflow logic, integration with lending systems
Marketing automation: you personally design, build and run lifecycle and triggered campaigns
UI and UX outcomes, in close partnership with design and engineering
Roadmap and prioritisation across the digital asset portfolio

What we are looking for
12–16 years total,



with substantial time on the product or business side of a bank, NBFC, lending or fintech business
Lending domain depth — credit, home loans, LAP, personal lending or similar — with working command of the regulatory context
5+ years owning customer-facing digital assets, with sustained depth on the assets you ran rather than brief involvement across many organisations
Hands-on campaign and martech execution: you have personally built and run campaigns, not only configured, integrated or overseen them
CRM roadmap ownership that drove a measurable business outcome
Led a team of 10+ and operated with business heads and senior stakeholders
Engineering foundation or demonstrated depth of technical collaboration; an MBA is a helpful addition, not a substitute

What this role is not Not a platform-integration role. Not a transformation, change or program-management role. Not product strategy detached from execution; you ship, you operate, you lead the team that delivers.

📌 Head Digital Channels & Cx Mumbai
🏢 PeopleCap
📍 Mumbai