Every company will be a fintech company a16z
Ever since we began our journey in 2013, our aim has been to enable credit for every possible earning individual. Like payments, which have become digital, embedded & ubiquitous in the last 8 years, credit too will become a ubiquitous instrument for a consumer/business owner to transact for various purchases whether it is a vanilla Term Loan to consumer financing to working capital finance. And we are at the forefront of this shift.
- We are one of the top-rated AI companies in India built credit scores, and alternate data products using multiple data sources, and operate as SAAS for 50+ clients across the banking and tech industry.
- We are technology first, customer first and build products that help us give asymmetric scale
- We launched embedded credit in 2020 under the brand name Prefr where we deeply embed our solution within a large online distribution platform at the time of the transaction for consumers via Personal Loan/Consumer Loan
- We have embedded our solution with over 30 partners
- Our current annualized disbursals as of FY 2023 stand at $200mn
- Our team comes from a variety of backgrounds: Experts from NBFC, Bureaus, Banking, Technology, ex-entrepreneurs, co-located, PAN-India, diverse.
Role Overview:
We are seeking a Senior Product Manager to lead and innovate in our Customer Engagement Center. This role is crucial in enhancing the effectiveness of our customer support operations, focusing on empowering agents to deliver outstanding customer experiences, thereby driving customer success and loyalty.
Key Responsibilities:
- Strategize and implement initiatives to enhance the productivity and effectiveness of the Customer Engagement Center, directly impacting customer success.
- Integrate state-of-the-art CRM and communication technologies to optimize customer interaction and experience.
- Oversee the setup and management of outsourced Customer Support Hubs, aligning them with our customer-centric objectives.
- Collaborate with internal teams and external partners to develop tools and solutions that support efficient operations and exceptional customer experiences.
- Drive business growth by achieving key OKRs, with a particular emphasis on customer satisfaction and loyalty metrics.
- Lead and mentor a cross-functional team, fostering a culture that prioritizes customer engagement and success.
Qualifications
Must-Have
- 8-10 years of experience in customer support or engagement center operations, with a strong focus on enhancing customer experience.
- Proficiency in CRM and advanced communication technologies aimed at improving customer interactions.
- Demonstrated success in leading initiatives that have significantly improved customer engagement and success.
- Willingness to travel for the setup and ongoing management of outsourced customer engagement operations.
Should-Have
- A strong combination of business acumen and technical expertise in customer engagement technologies.
- Experience in establishing or managing outsourced customer engagement centers with a focus on customer satisfaction.
- Excellent communication skills, capable of advocating the importance of customer engagement to various stakeholders.
Could-Have
- Experience in fintech or related industries where customer engagement is a critical success factor.
- Certifications or additional training in customer relationship management and related technologies.
- A history of innovation, especially in applying technology solutions to enhance customer experiences.
What will you get
- Opportunity to build financial services and products for the next billion.
- Good pay. We will pay well enough that money alone would not be a blocker for you joining.
- Mentorship and a chance to grow professionally by experts from NBFC, Banking, Bureau, Technology
- An opportunity to be part of blitz scaling team and shape the industry's narrative.
- A chance to define the company culture, be a stakeholder in how we do things.
- Don't like something Make your case; change it.
