Product Manager - Capability Building Industry (5-7 yrs)

Product Manager - Capability Building

Description:

In this role, you have the opportunity to :

- Be a part of the team building the definitive financial services platform for the consumer community in India.

- Be responsible for developing & growing one of the first successful implementations of lending based on velocity-led underwriting in this part of the world.

- To straddle zero-to-one experiments and expanding the scope of proven projects as we focus on blitz scaling our revenue growth.

- Candidate should have worked on customer issues and escalations to resolve them.

This role is what a product manager does. They should have sound knowledge of :

1. API Integration with lenders and external vendors

2. Structuring a BRD

3. Collaboration with tech/data science and product

4. Development and management of an app based platform.

Note: Hard core collection profile is not suitable for this role.

Responsibilities will include :

Functional Expertise:

- Responsible for resolving customer issues at customer and product level both

- Responsible for process improvements and innovation to create business benefit, increase customer satisfaction

- Support inbound call center, field and calling team in getting the customer issues resolved within specified TAT

- To drive effective usage of Debt Collections Platform.

- Identify operational improvement opportunities to enhance the Debt Collections Platform.

- Timely and effective communication with internal departments for issue resolution

Interaction:

- Collaborate and consult with members of the business execution team to drive strategy

- Work closely with Internal teams and ensure to resolve the customer issues received in minimum TAT.

- Coordination with Product and Tech team to resolve the issues from its core.

Problem solving:

- Perform assessment through fact findings approaches to solving complex issues.

- Take ownership of the inquiry / dispute and be able to diagnose customer issue and resolve to deepen relationship and achieve highest level of customer satisfaction.

To succeed in the role:

Impact:

- Capability Building to support Collections and Risk Team

Challenges & Decisions:

- Ensure to support Collection and Risk Team to develop new requirements to support customers

- Working in a highly fast paced, challenging & competitive landscape.

Qualification & Experience (type & industry):

Graduate or Post-Graduate: 5-7 years of experience in process development or program manager

Skills & know-how:

- Problem solving and decision-making skills

- Strong in follow ups

- Good understanding of the complex issues

- Tech savvy

Behaviors:

- A curious mind and a mastery over understanding the product deeply

- Strong execution capabilities and rigor - you are not afraid to get your hands dirty, are detail oriented and stay on top of things to ensure you deliver consistently