Job Details

Business

• Responsible for portfolio actions across clients which are not actively managed to increase product depth and stickiness and generate fee revenue
• Create Market research questionnaires and do dip stick survey for
• Manage portfolio quality across the various cities where Retail Loans have been marketed
• Identify and expand the portfolio to new cities or clusters based on comprehensive market research
• Build a customer interaction through meetings, functions & training programs and develop a customer organization
• Publish reports on the performance of all clusters on a monthly basis

Customer

• Ensuring that all channels are utilized to best efficiency so as to make the customer journey seamless
• Implementing the assisted to self-service goal down the line so that customers are eventually moved to self service
• Ensuring best in class TAT and address any queries that may be raised by the customers for availing loans
• Ensuring that any service complaints are resolved in a timely manner
• Training of all sales team and support team to treat Customers with respect and providing complete disclosure of terms and conditions
• Dipstick surveys with customers to understand the product needs of customer and modifying the products accordingly
• Researching the competitors offering and making necessary changes to the product to be tailor made for customer segment

Internal process

• Conversion of all form based processing to digital process, with minimal documentation
• Ensuring technology caters to the mass market segment of customers
• Ensuring there is sufficient pipeline of forms for processing
• Timely training to staff so as to ensure product knowledge, change in processes are communicated in a timely manner downwards
• Handling any disciplinary issues pertaining to the Retail Loans staffs, support HR in conducting inquiry

Learning & Performance

• Enrolling for courses aimed at increasing the knowledge in retail sales proactively
• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines

• Responsible for managing the end to end life cycle of New to Bank product and Salary Account product for the Bank
• Design compelling, differentiated and relevant product plans that leverage the brand, marketing programs and commercial assets to positively influence revenue growth
• Ensuring compliance with all external and internal regulatory norms for the bank
• Responsible for audit of the product
• Engage and build relationships with a large eco-system of potential partners (E-Portals, DMAs, OEM’s etc for SENP vertical.). Explore and identify sourcing avenues and distribution channels at national level
• Identify new products to be rolled out based on macro-economic conditions & competitive landscape
• Utilize industry, consumer purchasing behaviour, retail finance trend analysis and customer knowledge to seek out new product opportunities.
• Updating process notes and managing all the relevant circulars for the product in u-connect and relevant directories from time to time
• Submitting and storing of RBS Tranche 1, 2 and 3 data as and when required
• Ensuring Controls for the products are in place and documented for audits both internal and external
• Maximize portfolio performance by identifying and addressing growth opportunities to enhance portfolio benchmarking capabilities
• Developing new and differential products for target customer segments at different repayment life cycle stages and exploring new price points.
• Lead category wide initiatives with key stakeholders across functional teams to execute initiatives that are quantifiable and aligned with the strategic objectives the products.
• Relationship and people management with both internal and external teams.
• Leading, directing and developing talent to build domain and functional expertise.
• Ensuring timely check on processes and streamline so as to match with industry standard
• Writing blogs and help in content creation for bank’s website
• To keep a track of Channel wise performance
• Plan training for on-boarded Loan Officers in sync with Recruitment and Sales team
• Design of Product Profitability matrix and tracking the revenue and expense for the vertical to avoid leakages in the system
• Designing and managing Rewards
• Creation of competitive framework for analysis based on geography and segment
• Coordinate with Regions in collating data of competition
• Work closely with Market Research team
• Publishing MIS to all key stakeholders

Reference ID - GH/BFSIJC//06052019//83612/Product Manager-Personal Loan