Job Purpose 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, promises?to?pay, 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 Duties and Responsibilities A – Key accountabilities pertaining to the role 1. Requirement Gathering & User Story Creation Document detailed business requirements from ops/business teams. Create user stories, acceptance criteria, process flows, data/API mapping, and UI notes. 2. Testing & Release Readiness Prepare test cases for functional, UX, performance, accessibility, and payment validations. Execute SIT/UAT cycles, track defects, validate payment flows, refunds, reconciliations. Support app store submissions and rollout/hypercare activities. 3. Data, Analytics & Reporting Validate event tagging/instrumentation; maintain funnel dashboards. Monitor Core Web Vitals, crash?free metrics, latency, and payment success. Support A/B experiments, generate insights, and create daily/weekly reports. 4. Security, Compliance & Content Quality Ensure adherence to consent, privacy, secure communication, PII handling, and content approvals. Maintain SOPs, FAQs, error dictionaries, release notes, and compliance documentation. 5. Cross?Functional Coordination Work with IT/Engineering, Payments/Finance, Risk/Compliance, Design, Contact Centre, and vendors for clarifications, environment readiness, and issue resolution. B – Additional Accountabilities Raise improvement ideas for UX, process flows, and conversion enhancements. • Monthly Tracker, MNL, KRA & KPIs tracking & publishing to relevent stakeholders in timely manner. Key Decisions / Dimensions • Story slicing, test coverage prioritization, and UI micro?suggestions. • Raising escalation for environment/data/production issues. • Suggesting features for experimentation or UX improvement. Major Challenges • Managing dependencies across payment, authentication, and analytics systems. • Ensuring stable instrumentation during frequent releases. • Handling multilingual, multi?device variations in customer journeys. Required Qualifications and Experience a) Qualifications • Graduate degree (Engineering/Commerce preferred) • Certifications in Agile, product operations, analytics/BI desirable b) Work Experience • Hands on experience in ZBB, BPR/DPR, Draw.io & process mapping. • 5-10 years in app/web product delivery or BA/QA (preferably BFSI/payments) • Experience with mobile/web testing, payments, analytics instrumentation • Understanding of UX, experimentation, and accessibility fundamentals