Job Requirements
Role Title: Product Manager -2 Wheeler Loan
Job Purpose
The Product Manager Customer Service is responsible for driving endtoend enhancements in customer experience by optimizing service processes, digitizing customer journeys, and ensuring bestinclass turnaround time (TAT). The role requires strong crossfunctional collaboration, datadriven decisionmaking, and a deep understanding of customer needs across the service lifecycle.
Key Responsibilities
- Collaborate with the digital and technology teams to design, build, and execute frictionless customer journeys, focusing on improving TAT and overall service quality.
- Partner with the business analytics team to identify early indicators of potential foreclosures and drive targeted retention strategies.
- Recommend and implement process improvements to enhance service efficiency, reduce operational bottlenecks, and elevate customer satisfaction.
- Leverage inhouse synergies by working closely with internal stakeholders such as operations, risk, collections, sales, and product teams to ensure seamless service delivery.
- Drive adoption of bestinclass service standards, ensuring a consistent, superior customer experience across all touchpoints.
- Monitor performance KPIs, customer feedback, and service SLAs to identify automation and digital intervention opportunities.
- Lead pilot initiatives, new feature rollouts, and continuous improvements aimed at strengthening the customer service ecosystem.
Required Skill
- Strong understanding of customer service processes, digital journey design, and service operations.
- Ability to work crossfunctionally and influence stakeholders without direct authority.
- Datadriven mindset with experience in interpreting customer and operational analytics.
- Strong communication, problemsolving, and project management skills.
- Experience in BFSI / fintech (preferred but can be adjusted based on your needs).
Education Qualifications
- Graduation: B.Sc, B.Tech, BCA, B.Com, or BBA.
- Post-graduation: MBA or PGDM.
Experience
- Minimum 4 years of relevant experience in product or program management, preferably in vehicle finance
