Job Details:

Position    :        Head – Salesforce Practice (Retail Assets: Wheels, Credit Cards & Personal Loans)

Experience :       15+ Yrs

Location: Mumbai(BKC, Mumbai); 5.5 Days WFO
Reports to: Deputy CIO
Key Stakeholders: Business Heads – Wheels, Credit Card, Personal Loans; Retail Credit; Risk; Operations; Sales; Collections; Compliance

Role Context

AU Bank is scaling its Salesforce-led digital lending and card ecosystem across Wheels, Credit Cards, and Personal Loans. Salesforce is a strategic system of engagement across lead management, originations, underwriting journeys, servicing workflows, partner ecosystems, analytics, and AI-led automation.

We are seeking a senior technology leader to build and run AU Bank’s Salesforce practice end-to-end, owning:

• Salesforce architecture, engineering, and platform strategy

• Salesforce functional product ownership across retail asset journeys

• Delivery governance across in-house teams and SI partners

• Scalability, reliability, security, and regulatory compliance

This role is not a “CRM Head” — it is a platform and practice leadership role with P&L mindset and India-scale execution complexity.

Scope (Business & Platform)

Businesses in Scope

• Wheels / Vehicle Loans (Dealer-driven, OEM tie-ups, STP journeys)

• Credit Cards (Acquisition, onboarding, servicing, lifecycle journeys)

• Personal Loans (STP, pre-approved, digital fulfilment)

Salesforce Footprint (Current & Target)

• Sales Cloud, Service Cloud, Experience Cloud

• Financial Services Cloud (FSC)

• Salesforce Digital Lending for India

• Omni-channel (branch, DSAs, dealers, digital)

• Einstein / GenAI use cases (progressive adoption)

Key Responsibilities

1. Salesforce Platform & Practice Leadership

• Own the Salesforce platform strategy, roadmap, and reference architecture for Wheels, Credit Card, and Personal Loan businesses.

• Build and run a full-stack Salesforce practice:

  • Functional leads (Salesforce FSC, Lending, Service, Cards, Collections)

  • Engineering leads (Apex, LWC, integrations, DevOps)

• Define clear domain ownership between Salesforce and core systems (LOS/LMS/CMS).

2. Engineering Excellence (Salesforce at Scale)

• Drive scalable Salesforce architecture:

  • High-volume transaction handling

  • Asynchronous/event-driven patterns

  • API-first integrations

• Enforce engineering standards:

  • Apex/LWC best practices

  • CI/CD, automated testing, environment governance

  • Performance, resilience, and observability

• Own production stability, performance SLAs, DR/BCP for Salesforce estate.

3. Functional Ownership & Business Alignment

• Single Point of Contact for the business leadership for Wheels, CC and PL

• Lead functional ownership for:

  • Lead-to-disbursal journeys (Wheels, PL)

  • Card acquisition, onboarding, servicing, complaints

  • RM, dealer, DSA, contact centre workflows

• Translate business KPIs into:

  • Salesforce workflows

  • Automation rules

  • Omni-channel experiences

• Ensure consistent experience across branch, dealer, digital, call centre.

4. Integrations & Ecosystem

• Own integrations with:

  • LOS/LMS/CMS

  • FICO / BRE / decision engines

  • Bureaus, AA, CKYC, DigiLocker, eSign/eStamp

  • NPCI (e-mandates, UPI on credit), payment gateways

• Ensure clean data contracts and low-latency flows.

5. Governance, Compliance & Risk

• Embed:

  • RBI digital lending guidelines

  • DPDP Act consent and data minimisation

  • Audit trails and maker-checker workflows

• Ensure Salesforce aligns with:

  • IT security architecture

  • PCI DSS (for card-related workflows where applicable)

  • Enterprise IAM and access controls

6. Vendor & Financial Ownership

• Own Salesforce SI ecosystem:

  • Vendor selection, commercials, outcome-based SLAs

  • License optimisation and cost governance

• Evaluate build vs buy for accelerators and ISV solutions.

Candidate Profile

Experience

• 15–22 years in BFSI technology leadership

• Prior leadership of large Salesforce programs in:

  • Retail lending, cards, or NBFC/bank ecosystems

• Has managed both Salesforce functional and engineering teams at scale.

• Experience in high-volume India retail journeys is mandatory.

• Proven experience in building and nurturing a Salesforce team

Salesforce Depth

• Hands-on leadership exposure to:

  • Sales Cloud, Service Cloud, Experience Cloud

  • Financial Services Cloud / Digital Lending

  • Apex, LWC integration patterns

• Strong command over:

  • Performance tuning

  • Data model design

  • Platform limits and scale trade-offs

Leadership & Presence

• Proven ability to interface with:

  • Business heads

  • Credit/Risk leadership

  • External partners and regulators

• Builder mindset — can establish a Salesforce CoE and scale talent.

What You Will Build

A future-ready Salesforce-led retail asset platform powering:

• High-growth Wheels & PL origination

• Scaled credit card acquisition & servicing

• Data-rich, compliant, and resilient journeys at India scale