Product Lead-Micro Business Loan-Mumbai

Job Description:

Job Purpose:

Product Lead will be a key driver in ensuring exceptional customer experiences for our FIRST STEP Micro Business Loan product. The role will involve understanding customer needs, optimizing processes and enhancing service delivery.

Roles & Responsibilities:

• To manage policies and process
• Managing COA and productivity
• Portfolio Management
• Collaboration and program development with Fintech Partners
• Additional Revenue Generation
• Manage SOP and branch Manual comprising all branch process
• Tracking productivity of satellite branches, creating budgets and BAM’s.
• Coordinate between with sales/ Ops / Credit & policy for smooth operation of business
• Take feedback form sales teams/ competition and provide inputs for product improvements and create new products in line with changing market dynamics
• Manage IT infra requirements and UAT of new schemes
• Internal and external Audit compliance
• Continuously monitor customer feedback and identify areas for improvement.
• Develop strategies to enhance customer satisfaction and loyalty.
• Work closely with training teams to ensure frontline staff have a deep understanding of the FIRST STEP Micro Business Loan product.
• Conduct regular training sessions to equip customer service representatives with accurate and up-to-date product knowledge.
• Handle complex customer queries and complaints related to the product.
• Escalate critical issues promptly to relevant stakeholders.
• Implement effective solutions to prevent recurring problems.
• Analyze existing customer service processes and identify bottlenecks.
• Propose and implement process improvements to enhance efficiency.
• Collaborate with IT teams to automate routine tasks.
• Ensure adherence to regulatory guidelines and internal policies.
• Conduct regular quality checks on customer interactions.
• Maintain accurate records of customer complaints and resolutions.
• Work closely with marketing and communication teams to create customer-friendly collateral.
• Ensure consistent messaging about the FIRST STEP Micro Business Loan across all touchpoints.