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 BAMs.
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 recent products in line with changing market dynamics
Manage IT infra requirements and UAT of current 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. .
