Role Overview:
The Product & Process Manager will oversee policy implementation, portfolio and productivity management, partner collaboration, and service excellence for the Micro Business Loan product. This role requires strong coordination across departments, compliance oversight, customer feedback management, and continuous improvement of systems, processes, and frontline knowledge.
Key Responsibilities:
Policy & Process Management
- Manage all policies, SOPs, and the branch manual encompassing Micro Business Loan processes
- Ensure process compliance across branches and satellite locations
- Track productivity, create budgets, and monitor business performance metrics (BAMs)
Portfolio Management & Revenue Generation
- Oversee loan portfolio performance and ensure asset quality
- Drive additional revenue opportunities through product enhancements and fintech partnerships
- Collaborate with fintech partners for co-developed programs and digital integration
Product Development & Improvement
- Gather feedback from sales teams and analyze competitor strategies
- Recommend improvements and innovations aligned with market trends and customer expectations
- Work with IT to support UAT (User Acceptance Testing) for new products and enhancements
Audit & Compliance
- Ensure adherence to internal and external audit requirements
- Maintain proper documentation and compliance with regulatory norms
Customer Experience & Feedback Management
- Monitor customer feedback to identify service gaps and enhance satisfaction
- Develop and implement strategies to improve customer loyalty and retention
Training & Staff Enablement
- Work closely with training teams to enhance frontline staff understanding of Micro Business Loan offerings
- Conduct regular training and refresher sessions to ensure accurate and current knowledge dissemination
Issue Resolution & Escalation Handling
- Handle complex customer queries and complaints related to the product
- Escalate critical issues promptly and implement solutions to minimize recurrence
Process Optimization & Automation
- Analyze customer service processes and identify operational bottlenecks
- Collaborate with IT to automate repetitive tasks and enhance efficiency
- Conduct quality checks on customer interactions and maintain records of resolutions
Communication & Marketing Support
- Liaise with marketing and communication teams to develop customer-facing materials
- Ensure consistent product messaging across all customer touchpoints
