Program Manager - Digital Collections Campaigns (15-25 yrs)

Program Manager - Digital Collections Campaigns

Digital Campaign Execution and Optimization:

- Spearhead the end-to-end execution of digital collections campaigns across multiple channels (SMS, Email, WhatsApp, IVR, Mobile Apps, etc.).

- Develop and implement A/B testing strategies to continuously optimize campaign performance, messaging, and channel effectiveness.

- Collaborate with the content and creative teams to develop compelling and personalized messaging that resonates with the target audience and drives desired actions (e.g., payment, contact).

- Ensure seamless integration of digital channels with existing collection systems and processes.

Strategy and Planning:

- Work with the Head of Digital Collections to define the overall digital collections strategy, aligning it with the organization's broader business goals and risk appetite.

- Conduct thorough market research and competitive analysis to identify opportunities for innovation and improvement in digital collections strategies.

- Develop detailed campaign plans, including target audience segmentation, channel selection, messaging strategies, and budget allocation.

- Proactively identify and address potential roadblocks or challenges to campaign success.

Team Leadership and Development:

- Lead, mentor, and manage a team of digital collections professionals, including campaign specialists, data analysts, and content creators.

- Provide ongoing coaching and training to team members, fostering a culture of continuous learning and improvement.

- Set clear performance expectations and conduct regular performance reviews, providing constructive feedback and development opportunities.

- Promote a collaborative and results-oriented team environment.

Project Management and Coordination:

- Manage multiple digital collections projects simultaneously, ensuring timely completion within budget and to the required quality standards.

- Develop and maintain detailed project plans, including timelines, resource allocation, and risk mitigation strategies.

- Effectively manage dependencies between different projects and teams.

- Utilize project management tools and methodologies to track progress and ensure accountability.

Stakeholder Management and Communication:

- Build and maintain strong relationships with key stakeholders across the organization, including collections operations, credit risk, marketing, IT, and compliance.

- Communicate regularly with stakeholders, providing updates on campaign progress, performance, and challenges.

- Effectively manage stakeholder expectations and address any concerns or issues in a timely and professional manner.

- Present campaign results and insights to senior management, providing recommendations for future strategies.

Performance Monitoring, Analysis, and Reporting:

- Establish key performance indicators (KPIs) for digital collections campaigns and track performance against these metrics.

- Analyze campaign data to identify trends, patterns, and insights, providing actionable recommendations for optimization.

- Develop and maintain comprehensive performance reports, highlighting key findings and recommendations.

- Utilize data visualization tools to present data in a clear and concise manner.

Process Improvement and Automation:

- Continuously identify opportunities to improve the efficiency and effectiveness of digital collections processes.

- Develop and implement automation strategies to streamline repetitive tasks and improve operational efficiency.

- Work with IT and product teams to implement new technologies and solutions to enhance the digital collections process.

- Document and maintain clear and concise standard operating procedures (SOPs) for digital collections processes.

Compliance and Risk Management:

- Ensure that all digital collections activities comply with relevant regulatory requirements and company policies, including data privacy regulations (e.g., GDPR, Indian Data Protection Bill).

- Implement robust risk management controls to mitigate potential risks associated with digital collections activities.

- Stay up-to-date on changes in regulatory requirements and industry best practices, ensuring that digital collections strategies remain compliant.

- Work with the compliance team to conduct regular audits of digital collections processes.

Innovation and Emerging Technologies:

- Stay abreast of emerging technologies and trends in the digital collections space, including AI, machine learning, and chatbots.

- Evaluate the potential of new technologies to improve digital collections performance and efficiency.

- Pilot new technologies and solutions, assessing their feasibility and impact on key metrics.

- Recommend and implement innovative solutions to enhance the digital collections process.