Department: Personal Loans
Designation: Team Member- Product Manager
Product: Personal Loan
Grade: Assistant Manager
Job Description and Responsibilities:
• Responsible for overseeing and implementing strategies to measure and improve customer satisfaction
• Proactively resolves customer complaints and escalations.
• Provide support across Customer Service Team and assist them to effectively resolve issues on a timely manner
• Help Customer Service Team to navigate through a variety of our tools
• Collaborate with internal teams and enhance the customer journey
• Identify new opportunities for our existing customers to make the most of our platforms or avoid roadblocks
• Develop deep knowledge of the product and solutions
• Show composure, zeal, and flexibility to tackle case volumes and upcoming questions. Develop a comprehensive product strategy, market positioning, target segments, and competitive differentiation
• Responsible for the overall service quality of NPS – TNPS and RNPS
• Analyse Complaints Trends on ongoing basis
• To arrive at an action plan collectively with the unit and monitor the plan for improvement of NPS score
Core Competencies:
• Educational requirement: Graduate or any other equivalent degree
• Excellent analytical and problem-solving skills, with the ability to interpret complex data and draw actionable insights
• Exceptional leadership and communication skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholder
• Strong project management and organizational skills, with the ability to manage multiple priorities and meet deadlines
• Knowledge of compliance and risk management practices in the financial services industry
• Familiarity with agile development methodologies and product management tools is a plus
Location: Mumbai (Goregaon East)