Senior Product Manager-Micro Business Loan
4 weeks ago
Role/ Job Title: Senior Product Manager – Micro Business Loan
Function/ Department: Micro Business Loans
Job Purpose:
As a Senior Product Manager, you will be a key driver in ensuring exceptional customer experiences for our FIRST STEP Micro Business Loan product. Your role will involve understanding customer needs, optimizing processes and enhancing service delivery.
Roles & Responsibilities:
Collaborate with cross-functional teams to design and implement customer-centric processes. 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.Education Qualification:
Graduation: BCA (Bachelor of Computer Applications) / BBA (Bachelor of Business Administration) / (Bachelor in Commerce) / (Bachelor in Technology) / . (Bachelor of Arts) / . (Bachelor in Engineering) / (Bachelor of Science).
Post-graduation: MBA (Master of Business Administration) / PGDM (Post Graduate Diploma in Management) / MCA (Master of Computer Application) / . (Master in Engineering) / (Master of Science) / (Master in Technology).
Experience: 5 - 10 years of experience in Customer Service, Product Management or similar role within the banking industry. Familiarity with Micro-Business lending products is a plus.
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