Product Manager-Personal Loan

Job Requirements

Role Title: Product Manager – Training & Engagement

Location: Mumbai

Job Purpose: The Connector Channel is one of the Bank's key growth engines, enabling customer acquisition through a network of external connectors and referral partners across India. As the Connector and Sales ecosystem continues to scale, building capability, driving engagement, and ensuring service excellence are critical to delivering a differentiated customer experience and sustainable business growth.

We are looking for a Product Manager – Training & Engagement, who will be responsible for developing and executing training, capability-building, engagement, recognition, and service excellence initiatives across the Connector and Sales network for Connector Channel. The role will focus on strengthening onboarding, enhancing product and process knowledge, improving service experience, driving continuous learning, and fostering a high-performance culture through structured engagement and recognition programs.

Roles & Responsibilities:

Training & Capability Building

· Design, manage, and continuously enhance the Connector training via platform like Gurukul and capability-building programs.

· Develop and execute onboarding learning journeys for new Connectors and Sales team members.

· Drive product, process, compliance, and sales capability training programs across the connector ecosystem.

· Partner with Product, Operations, Risk, Compliance, and Business teams to ensure training content remains relevant and up to date.

· Track training participation, completion, certification, and effectiveness metrics.

Service Excellence

- Drive initiatives aimed at improving connector experience across the Connector ecosystem
- Identify service gaps, operational bottlenecks, and process inconsistencies through data analysis and stakeholder feedback.
- Collaborate with cross-functional teams to implement service improvement initiatives and monitor outcomes.
- Define, track, and report service quality metrics and ensure adherence to desired standards

Rewards, Recognition & Engagement

- Design and execute contests, recognition programs, leaderboards, and incentive-based engagement initiatives.
- Organize engagement forums, townhalls, workshops, webinars, and knowledge-sharing sessions for Connectors and Sales teams.
- Develop communication and engagement strategies to drive participation and strengthen ecosystem engagement.
- Measure the effectiveness of engagement initiatives and recommend enhancements to improve participation and satisfaction levels.

The core competencies required in the candidates are as follows:

- Creative mindset with strong communication skills to design, launch & measure training programs effectiveness

· Strong program management and execution capabilities.

· Excellent communication, presentation, and facilitation skills.

· Ability to influence and engage diverse stakeholder groups.

· Strong analytical and problem-solving mindset.

· Customer-centric approach with a focus on service excellence.

· Creative thinking to design impactful engagement and recognition programs.

· Ability to convert feedback and performance data into actionable improvement

· High ownership, attention to detail, and execution focus.

The technical competencies required in the candidates are as follows:

· Experience in training, capability building, sales enablement, or customer engagement programs.

· Good proficiency in Microsoft Excel, PowerPoint, Visual posters creation using ChatGPT/equivalent , Canva etc.

· Ability to analyze performance metrics and derive business insights.

· Experience in developing presentations, training content, and communication material.

· Understanding of customer experience, service quality, and process improvement methodologies.

· Knowledge of learning management systems (LMS) or digital training platforms is desirable.

· Experience managing engagement programs, contests, rewards, and recognition initiatives.

· Strong verbal and written communication skills.

· User research and focus group interviews

Preferred Experience

- 3-5 years of experience in Training, Capability Building, Customer Experience, Engagement Programs, or Business Excellence roles.
- Prior experience in Banking, Fintech, Financial Services, Distribution, Sales Management, or Channel Management will be preferred.