Product Lead - Micro Business Loan
- Idfc First Bank
- 10 - 18 years
- Mumbai
- 2 months ago
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Job Description
Role/ Job Title: Product Lead - MBL.
Function/ Department: Micro Business Loan
Job 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:
- 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 BAMs.
- 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.
Job Classification
Industry: BankingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: Idfc First BankLocation(s): Mumbai
Keyskills: Product Management Portfolio Management Micro Business Loan
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About Capital First Limited: CFL is listed on BSE and NSE (Stock Code: CFL). The company provides Mortgage loans to SMEs against pledge of property, Gold Loans to retail customers, Consumer Durable Loans, Two wheeler loans, and senior secured Wholesale loans. During the last year the company expande...
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