Program Manager-Customer Value Management and Process Enablement

Yes Bank; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Yes Bank is seeking a strategic leader to conceptualize and operationalize high-impact digital and process-transformation initiatives for YES Genie, driving customer profiling, risk analytics, regulatory compliance journeys, and frontline enablement.

You will collaborate across Product, Technology, Risk, Operations, and external partners to deliver end-to-end digital journeys, vendor management, and governance aligned with RBI guidelines and internal policies.

Qualifications

• Experience in conceptualizing and delivering digital journeys and process transformation initiatives.
• Strong understanding of risk analytics, customer profiling, and regulatory compliance journeys.
• Ability to collaborate with cross-functional teams and external vendors to drive outcomes.

Responsibilities

• Lead end-to-end strategy, planning, and execution of high-impact digital journeys and product enablement aligned with Retail Banking transformation goals.
• Drive strategic planning for risk analytics initiatives and predictive models to reduce fraud and improve alert accuracy.
• Coordinate with internal teams and external vendors to ensure timely delivery and governance of YES Genie initiatives.
• Design and implement new workflows and digital journeys on YES Genie, ensuring compliance with RBI guidelines and internal policies.

Job description

PURPOSE OF THE ROLE

A two-to-three-line statement outlining the objective or the reason for which the job exists.

• To conceptualize, design, and operationalize highimpact digital and processtransformation initiatives for YES Genie
• Drive strategic programs such as customer profiling, risk analytics, regulatory compliance journeys, and frontline enablement through YES Genie.
• Deliver scalable, data-driven assisted customer journeys that optimize cross-sell revenue and frontline productivity

KEY RESPONSIBILITIES & KPIS OF THE ROLE

These responsibilities are representative, and the role holder is also responsible for any other job assigned by the superior authorities from time to time. This section in not intended to be an exhaustive listing of all activities done by the role holder. It should capture only the key responsibilities of the role.

Metrics that are used to evaluate the success / performance of the role; specific targets do not need to be included as those would change from Y-o-Y.

Responsibilities KPIs

• Lead endtoend strategy, planning, and execution of highimpact digital journeys and product enablement ensuring alignment with Retail Banking transformation goals.
• Drive strategic planning for riskanalytics initiatives and predictive models to reduce fraud/mule accounts and enhance the accuracy and efficiency of Risk management team alerts.
• Build strategic coherence across internal teams and external vendor capabilities to drive faster execution and superior business outcomes.

Timely delivery of strategic projects

Number of processes digitized. Reduction in manual effort and TAT

Number of new user teams onboarded

Cross-Sell revenue generated

Cost Saving through assisted digital services

Number of new solutions implemented across platforms

Uplift in Customer profiling coverage, fraud detection accuracy and reduction of alerts

Number of New Vendors Onboarded

Absolute compliance of Regulatory and Internal guidelines

• Design and implement new workflows and digital journeys on YES Genie, ensuring accuracy, compliance, and operational feasibility.
• Strengthen process governance by building processes in YES Genie to meet RBI guidelines and internal policy standards.

• Customer Profiling and Analytics Drive endtoend ingestion of external vendor data and present meaningful customer insights in the Genie Customer Profiler, ensuring UI/UX alignment with the DEVI Customer Profiling framework.
• Vendor onboarding, integration and cost management - Identify, evaluate, and onboard strategic vendors by coordinating across InfoSec, Compliance, ORM, and SPU ensuring robust duediligence and seamless integration readiness.

• Collaborate seamlessly with crossfunctional teams across Product, Technology, Risk, Operations, Branch Banking, Newgen, and external partners to drive endtoend delivery of strategic projects
• Guide crossfunctional teams on YES Genie platform capabilities, journeys, modules, and workflow design to ensure understanding and effective adoption.
• Conducting structured YES Genie trainings and branch engagements to support adoption and capability building.

OPERATING NETWORK

Key interactions which are essential to execute the role. This will include both internal (excluding sub-ordinates) and external stakeholders.

• Multiple Teams across the Bank directly or indirectly dealing with Customers
• Technology Teams managing the CRM
• SPU, ORM, Infosec teams for Vendor Management
• FRM & AML teams for Risk Management initiatives.

Data Service Providers and External Partners (Onboarded as well as Prospective)