Role Purpose

This role is responsible for managing and growing our Robotic Locker Proposition, our most recent initiative to bring to market cutting-edge banking solutions that meet latent needs of the evolving Indian customers.

The role is responsible for scaling up the robotic locker business, deepening relationships with customers acquired using this proposition, delivering the promised customer experience, managing risk and compliance and owning the P&L; for the same.

The role requires close collaboration with Digital, Channels including Branch Banking, Analytics, Operations, Technology, Marketing, Compliance, Risk and Sales teams to deliver business outcomes and superior customer experience.

Over time, role can be expanded into other innovative propositions for driving customer primacy and engagement with the Bank.

Key Responsibilities

1. Scale up robotic locker proposition

- Identify sites pan-India suitable for setting up of new robotic locker sites
- Step up time to market for new launches
- Codify playbook for robotic locker launches
- Refine the underlying product features, pricing, benefits, eligibility, and customer value propositions
- Own the product lifecycle for product enhancements that deliver superior customer experience, manage risks

1. P&L; management

- Set up and drive the P&L; outcomes from this proposition
- Define the unit economics and finding ways to improve the same
- Drive customer acquisition, balances, revenue, and profitability targets
- Monitor portfolio health across acquisition, activation, engagement, retention, and profitability metrics
- Identify growth opportunities through partnerships, new features, and customer programs.
- Build and execute initiatives to improve product penetration and customer deepening with existing customers of the Bank

1. Own the digital,



phygital and physical journeys around the robotic locker proposition

- Define the tech product roadmap basis customer needs, current gaps, risks
- Improve onboarding, activation, servicing, and engagement experiences.
- Incorporate the foregoing into product enhancements
- Work closely with Business Solutions Group and Technology teams to deliver the journeys and enhancements

1. Customer acquisition, engagement, experience

- Strike creative ways for hyper local acquisition of affluent customers for the robotic locker proposition
- Mine ways to acquire more customers for robotic lockers across both NTB and ETB customer franchises of the Bank
- Work closely with channels Branch banking, MB, IB, AVC, RMs to take the proposition to the market
- Map and optimize end-to-end customer journeys.
- SMonitor NPS, complaints, service quality, and digital adoption metrics.
- Drive customer-centric enhancements to improve satisfaction and retention.

1. Customer insights and Analytics

- Leverage customer, behavioural, and portfolio analytics to drive product decisions
- Track funnel conversion, drop-offs, and campaign effectiveness
- Drive data-led experimentation and optimization initiatives.
- Own key business and operational dashboards
- Leverage voice of customer and channel to bring in insights on product proposition, journeys, and improve them

1. Project & Stakeholder Management

- Lead cross-functional execution involving Technology, Operations, Compliance, Legal, Risk,



Marketing, Analytics, and Sales teams.
- Manage product launches, enhancements, regulatory changes, and strategic projects.
- Ensure timely delivery of initiatives within agreed timelines and budgets.

1. Risk, Compliance & Governance

- Ensure adherence to RBI guidelines, internal policies, and regulatory requirements.
- Manage audits, compliance observations, customer grievances, and control frameworks.
- Identify and mitigate operational, regulatory, and reputational risks.

Key Performance Indicators (KPIs)

Business

- P&L;
- Customer acquisition and retention
- Deposit and TRV growth
- Cross-sell penetration

Customer
- NPS
- Complaint reduction

Execution
- Project delivery adherence
- Feature launch success
- Funnel conversion improvement
- Campaign effectiveness

Risk & Controls
- Audit observations & closure
- Regulatory compliance adherence
- Operational risk metrics

Qualifications

Education

- MBA / PGDM from a reputed institution preferred.
- Engineering, Commerce, Finance, or related discipline.

Experience
- 10 to 15 years of experience working in digital financial services and P&L; management
- Digital product management experience and working alongside fintechs will be a plus
- Exposure to retail product launches, portfolio management, business growth, or customer experience initiatives
- Experience working with technology and analytics teams

Skills & Competencies

Functional

- Product Management
- Banking & Financial Services
- Business Strategy
- Digital Journeys
- Customer Experience Design
- Data Analytics
- Project Management
- Risk management

Leadership
- Stakeholder Management
- Problem Solving
- Decision Making
- Influencing & Negotiation
- Execution Excellence
- Commercial Acumen

📌 Retail Liabilities - Robotic Locker (VP) (Mumbai)
🏢 Axis Bank
📍 Mumbai