Joyson Dsouza

Experience

• 

  Tech Mahindra Business Services

  Nov 2009 - Apr 2016

  Business Development Manager

  Multichannel experience in Customer Relationship Management, Specialization in Strategy execution and Transformation of Digital and Non Digital business platforms which covers entire Customer life cycle from Acquisition, In-life Management and Retention.Managing Churn, delivering revenue, Margin goals and Customer satisfaction for global accounts.Roles and Responsibilities - * Develop and execute on a sales strategy consistent with organisational goals and objectives* Prospect profiling, media monitoring, competitive intelligence and surveillance * Work with the management and delivery team to inform of market needs and priorities that align with company targets.* Develop detailed business plans and strategies for achieving market and individual non-recurring goals* Successful piloted and rolled out a change in Retention strategy which resulted in a 6% reduction in customer churn levels* Led a project to improvise site performance by 10% through targeted performance of management bottom quartile* Led a group of management development candidates promoting them to ATL or TL within a year* Responsible for setting up and implementing new age digital multichannel departments - Web Interact and Video Calling* Implemented various programmes with great success aimed at supporting a transformational change in companies contact strategy though digital* Led the redeployment of our Business Retention department to Glasgow from an offshore partner* Embedded customer centrist culture and reduced Every watch complaints to zero in 2012* Launched 6 months half price proposition, delivered friends and family discount feature, Delivered " Go Binge " services across the digital estate of 3 UK Awards - * " Service Star " for exemplary customer service*Award for " Most valuable contribution " in setting up Business Retention partner in Glasgow.* Internal Awards like." MEX Award " for Most enjoyable experience* " Voice of Customer Champions awards " from Group CEO Show less

• 

  HDFC Bank

  May 2016 - now

  Product & Channel Management :* Identify new-age digital trends and innovations in MobileBanking App* Locating areas of improvement, proposing corrective actions that meets challenges and leveraging growth opportunities by taking buy-in from all stakeholders for delivery and deployment of all Net and MobileBanking App capabilities. * Reviewing existing MobileBanking App offerings across competitors for enhancements as a result of business goals, competitive pressure and revenue opportunities* End to End micro management of projects which involves product roadmap, requirement analysis, scoping solution delivery and monitor key performance metrics to ensure product performance and identify optimization opportunities* Provide strategic assistance for multiple campaigns both organic and inorganic aimed at improving the usage and frequency of online platform* Feedback were analysed and if feasible taken up for development on priority* Handling product maintenance, Live issues, Internal Audit, compliance and providing detailed analysis of issues impacting customers* Managing and driving digital penetration of MobileBanking App across various managed segments of Virtual Channel team* Steering innovation across the Virtual managed team of 3,672 portfolios* Using of technology driven platforms to promote our MobileBanking App to increase usage * Strategic discussion with Regional and Unit Heads to meet YTD plan* Identification of revenue enhancement using Banks digital ecosystem* Identified and build a team of core Evangelist to be brand ambassadors of Digital Channel Platforms.* Increased NetBanking and MobileBanking penetration by 23% and 34% YTD* Increased Bill payment usage by 64% YTDKey Awards : * New MobileBanking App - Innovative Mobile App* " Silver Star Award " - Best execution of performance during launch of New HDFC Bank MobileBanking App Show less * Managing Key account of Imperia and Preferred managed customers* Formulating and executing YTD business plan, roll-out strategy and implementation plan.* Worked closed with stakeholders in designing, planning & directing on ground roll out which involves pilot runs, post launch audits and follow up for campaign improvement* Responsible for achieving various KPI by managing various sales force comprising of 8 Video Banker and 30 CRE* Cross functional Management; duties include collaborating with various departments with a bottom line focus on profitability* Provide input into developing and modifying systems to meet client's requirement and develop business specifications to support these modifications* Create early budget estimates,prepare budget reviews, develop internal benchmarking data and provide sound financial justification while obtaining budget approval* Formulating sales strategy and refreshing the same through rigorous governance and competition insights* Design and implement sales management process, contests, enablers and performance management framework.Awards : * "Silver Star Award" for Best Lead Generation through Mobile.* "Gold Star Award" for Best YTD Quality Score 2017-18* Topped " NPS score " offering Best Customer Delight at Video Branch for FY 2016-17 Show less

  • Senior Manager ~ NetBanking | MobileBanking App & Social Media Platforms

    Dec 2021 - now

  • Manager ~ NetBanking | MobileBanking App & Social Media Platforms

    Dec 2019 - Nov 2021

  • Manager ~ Mobility Products & Channels

    Jun 2018 - Nov 2019

  • Deputy Manager ~ Video Banking

    May 2016 - May 2018