Product Lead-Micro Business Loan

You will be the Product Lead for the FIRST STEP Micro Business Loan product, playing a crucial role in ensuring exceptional customer experiences. Your responsibilities will include managing policies and processes, optimizing COA and productivity, portfolio management, collaborating with Fintech Partners for program development, generating additional revenue, and overseeing SOPs and branch Manuals. You will track productivity of satellite branches, create budgets, and BAMs, while coordinating with sales, operations, credit, and policy teams for smooth business operations. Your role will involve gathering feedback from sales teams and competitors to provide insights for product enhancements and new product development. You will manage IT infrastructure requirements, conduct UAT for new schemes, ensure internal and external audit compliance, and continuously monitor customer feedback for areas of improvement. Developing strategies to enhance customer satisfaction and loyalty will be a key focus, along with conducting training sessions for frontline staff to deepen their understanding of the FIRST STEP Micro Business Loan product. Handling complex customer queries and complaints, escalating critical issues, implementing effective solutions, analyzing service processes for bottlenecks, proposing improvements, and collaborating with IT teams for automation will be part of your responsibilities. You will ensure adherence to regulatory guidelines and internal policies, conduct quality checks on customer interactions, maintain records of complaints and resolutions, and work with marketing teams for customer-friendly collateral. Consistent messaging about the FIRST STEP Micro Business Loan across all touchpoints will be crucial for success. To qualify for this role, you should have a Bachelor's degree in relevant fields such as Computer Applications, Business Administration, Commerce, Technology, Arts, Engineering, or Science. A Master's degree in Business Administration, Management, Computer Applications, Engineering, or Science will be preferred. Additionally, you should have 10 to 18 years of experience in customer service, product management, or similar roles within the banking industry.,