Fullerton India - Senior Manager/AVP - Product Manager - Home Finance

The incumbent should have an overall experience of 9 - 14 yrs and with 3 - 6 years in the product team for housing finance.

Job Title : Senior Manager / AVP - Product Manager - Home Finance

Function / Department : Home Finance

Department Head : General Manager Sales - HFC

Reporting Manager : General Manager Sales - HFC

Purpose of the Job :

- Development of the Product by utilizing the various business / risk and cost levers, which can make the Product offering customer friendly, competitive and profitable. To drive this the product manager should have benchmarked with the competition, align with the sales and risk teams internally to understand the trends and bring into focus the customer touch points all the while test driving this through channels and equipping front end resources to deliver. Feedback received is utilized for better product positioning, enhancing the customer experience and making key policy changes which can ensure better revenue to the Organisation, front end team earn more incentives and the business partners find this a profitable venture, with at no time ignoring the regulatory aspects.

KPIs against each perspective :

Business and Financial Management :

- P&L for the product

- Cost Management - Tracking cost lines - Salary, Incentives, LOC, cost for loan onbaording.

- Product Profitability across segments

- Portfolio Management along with Risk team to identify areas of stress and take preventive and corrective action.

- Delivery of numbers through Channels

- Percentage of Sales Team delivering as per expectations.

- Designing and Implementing Payout Structure to Channels and tracking effectiveness.

- Product Pricing.

Customer Focus :

- CSI

- Developing Customer Touch Points

- Customer Attrition and Retention Management

- Service Strategy which can enhance customer experience and Portfolio Profitability.

- Benchmarking Product to Competition, enabling timely offers.

- Database Management for X Sell and Up sell

- Channels for customer communication.

- Benchmarking key ratios - C/I, ROTA, ROE, Revenue / ANR

People / Team :

- Periodically check on the quality of manpower being recruited.

- Periodically develop programmes which can build capability of employees.

- Co-ordinate and maintain interpersonal relationship with various departments to enhance functioning.

- Suggest various forms of target setting which can enhance productivity.

Process / Quality Improvement :

- Identifying business process gaps and undertake continuous improvements.

- Comprehend and comply with the regulatory framework.

- Plug outages due to process gaps.

Self deliverables :

Task performed :

- Benchmarking competition.

- Policy watch and bring in innovations to product programmes.

- TAT Tracking

- Undertake measures to plug outages

- Publish monthly dashboards with comments on Yields, Cost, Employee Productivity, foreclosures etc.

- Tracking cost lines i.e.Sales / Incentives / LOC / Cost of Loan Onboarding

- Product Pricing with periodic analysis basis industry.

- Develop and Implement overall strategy for the product

- Work with multiple sales channels to ensure delivery of numbers

- Manage overall P & L of the portfolio

- While providing strategic direction align with the sales / risk and operation team

- Develop service strategy with a view on customer experience and portfolio profitability

- Portfolio management along with the risk team to identify areas of stress and undertake preventive and corrective measures.

- Design, develop and implement pay structures for the various channels.

- Product positioning in line with the Organisation overall strategy

- Design and Implement Product Branding.

- Identify, develop and track various customer touch points.

- Suggest various forms of target setting.

- Interact with the front end to check and give feedback on the quality of resources hired.

- Interact with the T & D team to give inputs on the developing programmes which can enhance the quality of existent resources.

- Provide inputs on the designing of incentive programmes for front-end personnel.

- Keep a check on the revisions on the regulatory front and make revisions accordingly.

- Keep a check on the process gaps so as to fix the outages.

- Maintain and periodically update customer database.

- Utilize the database for X sell, Up sell and product offerings

- Design and implement service strategy which can enhance customer experience and portfolio performance

Maintain benchmarks on key ratios :

- Identify and provide for various channels of customer communication.

- Develop programmes to attract new customers and retain existing customers

- Develop various physical and e-platforms to ensure product visibility.

- Constantly aligns and interacts with various departments

- Makes available various means where feedback can be received on product and customer.

- Constantly monitor portfolio adherence to triggers to identify underlying issues with plausible solutions.

- Meet market constituents and does evaluation of market and customers fairly and diligently in line with the credit program.

- Periodically does a trend analysis for early warning indicators on risks and others with mitigants used to resolve.

- Through periodic reviews ensures adherence to processes so as to meet the audit requirements.

- Meets principles, trade association heads and other financiers regularly for market updates.

- Helps build brand through excellent personalized services and displaying top level business ethics and conduct.

- Upholds the values and principles of the company.

- Active involvement in disseminating of Company Code, Values and policies generically impacting employees in general.

- Volunteers to deliver programmes which can build capability

- Ensure communication on policy changes is effective and corresponding forums which bring in feedback.

- Actively address customer complaints.

- Act on the CSI report however periodical.

- Basis feedback from the ground undertake periodic impact analysis.

- Review product pricing periodically and bench marking against industry. As a follow-up ensure timely revisions which can make it competitive.

- Understand various customer touch points and develop measures which can enhance the experience.

Degree Influenced :

Geography : Across the country

Departments : Sales / Risk / Operations

Most frequent contacts /Nature or purpose :

Businesses/Business marketing : Analytic Information

Premises & Admin : Customer experience

Creative Agencies : Branding and Positioning

Media Agencies : Branching and Pricing

Event Management : Agencies

Activation Agencies : Selling, Upsell and X sell

Other relevant factors (Required Skills) :

- Change Orientation.

- Scalability

- Planning & Organizing

- Verbal and Non Verbal communication.

- Marketing and its related forms eg.Print, PR, Direct, Event

- Interpersonal Skills

- Training Delivery

- Analytical Skills

- Market Watch

- Networking

- Business Acumen

Expertise required/ Domain Knowledge :

- Marketing / Branding

- Product Pricing

- Sales

- Operations functioning

- Regulatory watch.

No. of years of relevant experience :

- Should have an experience of more than 8yrs

Any specific specialization/education : PG from the top 10 business school or CA