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Job Purpose:

Product Lead will be a key driver in ensuring exceptional customer experiences for our FIRST STEP Micro Business Loan product. The 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 BAM’s.
- 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 recent 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.

📌 Product Lead-Micro Business Loan-Mumbai
🏢 Acura Solution
📍 Mumbai