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Product Lead - Micro Business Loan @ Idfc First Bank

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 Product Lead - Micro Business Loan

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: Banking
Functional Area / Department: Other
Role Category: Other
Role: Other
Employement Type: Full time

Contact Details:

Company: Idfc First Bank
Location(s): Mumbai

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Keyskills:   Product Management Portfolio Management Micro Business Loan

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Idfc First Bank

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