Job Description

Job RequirementsRole/ Job Title: Product Lead Micro Business LoanFunction/ Department: Micro Business LoansJob Purpose:Product Lead will be a key driver in ensuring exceptional customer experiences for our FIRST STEP Micro Business Loan product. Role will involve understanding customer needs, optimizing processes and enhancing service delivery.Roles & Responsibilities:xc2xb7 To manage policies and processxc2xb7 Managing COA and productivityxc2xb7 Portfolio Managementxc2xb7 Collaboration and program development with Fintech Partnersxc2xb7 Additional Revenue Generationxc2xb7 Manage SOP and branch Manual comprising all branch processxc2xb7 Tracking productivity of satellite branches, creating budgets and BAMs.xc2xb7 Coordinate between with sales/ Ops / Credit & policy for smooth operation of businessxc2xb7 Take feedback form sales teams/ competition and provide inputs for product improvements and create new products in line with changing market dynamicsxc2xb7 Manage IT infra requirements and UAT of new schemesxc2xb7 Internal and external Audit compliancexc2xb7 Continuously monitor customer feedback and identify areas for improvement.xc2xb7 Develop strategies to enhance customer satisfaction and loyalty.xc2xb7 Work closely with training teams to ensure frontline staff have a deep understanding of the FIRST STEP Micro Business Loan product.xc2xb7 Conduct regular training sessions to equip customer service representatives with accurate and up-to-date product knowledge.xc2xb7 Handle complex customer queries and complaints related to the product.xc2xb7 Escalate critical issues promptly to relevant stakeholders.xc2xb7 Implement effective solutions to prevent recurring problems.xc2xb7 Analyze existing customer service processes and identify bottlenecks.xc2xb7 Propose and implement process improvements to enhance efficiency.xc2xb7 Collaborate with IT teams to automate routine tasks.xc2xb7 Ensure adherence to regulatory guidelines and internal policies.xc2xb7 Conduct regular quality checks on customer interactions.xc2xb7 Maintain accurate records of customer complaints and resolutions.xc2xb7 Work closely with marketing and communication teams to create customer-friendly collateral.xc2xb7 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) / B.Com (Bachelor in Commerce) / B.Tech (Bachelor in Technology) / B.A. (Bachelor of Arts) / B.E. (Bachelor in Engineering) / B.Sc (Bachelor of Science).Post-graduation: MBA (Master of Business Administration) / PGDM (Post Graduate Diploma in Management) / MCA (Master of Computer Application) / M.E. (Master in Engineering) / M.Sc (Master of Science) / M.Tech (Master in Technology).Experience: 10 to 15 years of experience in customer service, product management or similar role within the banking industry.

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