Product Lead-Micro Business Loan-Mumbai

1 week ago

Mumbai, Maharashtra, India Acura Solution Full time ₹ 20,00,000 - ₹ 25,00,000 per year


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.

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