LOANS & OD PRODUCT MANAGER

Job Purpose\:

To manage & develop the Consumer Lending Business products to meet the different customer segments’ needs, enhance customers’ experience across all touch points, regularly revisit policy to optimize acquisitions, and deliver P&L objectives.

Job Description\:

Business Generation\:

1. Manage the development and launch of new products, changes to existing ones, addition to add-on features (e.g. insurance), services and bundles to maintain a product suite that comprehensively addresses the different customer segments and needs, maintain the bank’s competitive edge in the local market and increase market share.

2. Conduct and analyse all requested marketing researches, perform gap analysis, and maintain a regularly updated competitive market scan and use market and competitive analysis, business goals, and technology capabilities to assess opportunities, define and develop product plan and requirements.

3. Create, implement, review and control the key processes end-to-end to ensure the fulfilment of the Value Proposition, promised TAT, service quality, key service indicators as well as a smooth customer journey across the different channels.

4. Implement the digital lending strategy, capabilities and products, by understanding digital customer profile and needs, and working with internal and external partners and solution providers to transform consumer lending strategy.

5. Partner with technology and Digital teams to design, implement and continually improve a seamless best in class digital customer journey and experience.

6. Work closely with cross-functional teams, including Distribution, Segments, Acquisitions, Portfolio management, Risk Management, Analytics, Finance, Marketing, Customer Care, Digital, Operations and Technology to execute on priorities within established operating plans and timelines.

7. Develop and implement business plans for new and existing products in terms of product strategy, financial projections and profitability.

8. Manage all products related to marketing campaigns and follow up on the customer journey in response to the Bank’s marketing campaigns launched on the different channels, and ensure the right response time and quality.

9. Achieve growth of the products under management, as measured by, sales volumes, number of transactions, ticket size, eligibility, response rates, portfolio yields, net margin, return on assets, customer experience/NPS, and share of wallet.

10. Review and monitor the managed products’ P&L while ensuring the top and bottom line targets are achieved.

11. Obtain MIS necessary to understand the business dimensions, activity ratios, customer spend patterns, customer segmentations, etc. in order to identify the strategic / tactical product initiatives that will support the business objectives, gain approvals and execute on them in coordination with assets portfolio team.

12. Work with acquisition manager, segment managers and channels, to execute acquisition strategies and action plans, to meet acquisition targets, optimize quality of turned in applications and reduce acquisition cost.

13. Propose changes & recommendations on credit policies that would allow realizing the different segments value proposition at optimized credit cost.

14. Monitor and analyse performance of all acquisition programs to ensure results are on track and if not, to identify the problems/issues and recommend solutions to rectify them.

15. Provide regular feedback to management on performance of initiatives to keep them updated and ensure all teams provide the same service and on the same level of performance.

16. Provide the product features and process design details for the relevant digitization/automation projects that aim at reduce cost, enhance TAT and optimize customer experience though the product lifetime.

17. Perform regular sanity checks on the quality of sales including monitoring customers’ and front liners’ feedback, as well as following up on rejection reasons to improve approval rates and enhance process efficiency.

18. Develop and ensure execution of regular sales training for new product launches, policy changes and regular refreshment sessions for sales employees in order to increase awareness across all team members.
Service Quality Assurance

19. Establish Key Service Level Indicators across the customer lifecycle and ensure their effective monitoring and management to ensure satisfactory customer experience at all touch points.

20. Review the end-to-end customer journey across channels and assure the fulfilment of the elements of the different propositions as per communicated customer promise across all touch points.

21. Analyse customer complaint reports, suggest key improvement areas and actions plans accordingly and follow up on implementation with stakeholders.

22. Analyse the business operations and work flow process across the customer lifecycle to identify bottlenecks that hinder business performance and make the necessary changes in coordination with relevant stakeholders to improve business processes, service quality and turnaround time (TAT).

23. Identify areas of opportunities for continuous improvement of processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.

Policies, Processes and Procedure

24. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day Operations

25. Follow the day-to-day operations related to own jobs in the Consumer Assets Department to ensure continuity of work
Compliance

26. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.