PERSONAL LOANS PRODUCT MANAGER

Role Purpose 

Own the day-to-day performance, customer experience, and operational health of the Personal Loans business by driving lifecycle communications, monitoring portfolio and operational metrics, supporting stable operations, and delivering initiatives that improve customer outcomes, operational efficiency, and business performance. 

The role serves as a key coordinator across different stakeholder and support units to ensure the successful delivery of business and customer initiatives for the Personal Loans business. This role reports directly to the Personal Loans Product Builds & Process Lead.  

Key Responsibilities  

  Manage customer lifecycle communications and develop communication briefs and requirements, including coordinating with creatives and stakeholders to ensure timely and accurate deployment of customer communications.  

  Maintain and enhance end-to-end customer journey maps; identify pain points, process gaps, and opportunities to improve customer experience and business outcomes.  

  Monitor key Personal Loans portfolio, operational, and customer metrics and recommend actions based on insights.  

  Support stable operations across booking, billing, collections, repayment, and ADA-related processes.  

  Investigate customer and operational issues and coordinate resolution with relevant teams.  

  Drive initiatives that improve customer experience, operational efficiency, portfolio performance, and process effectiveness.  

  Prepare business requirements, concept papers, process flows, and product documentation.  

  Coordinate UAT, implementation activities, and process enhancement initiatives.  

  Manage product housekeeping activities, including L3 updates, memos, documentation, audit inquiries, and governance requirements. 

Qualifications:  

  Background in Product Management, Portfolio Management, Business Analysis, Customer Experience, Operations, Banking, or related fields preferred.  

  Strong analytical, problem-solving, and stakeholder management skills.  

  Comfortable working with data, financials, documentation, creative teams, and multiple stakeholders simultaneously.  

  Proficient in Excel and PowerPoint, with strong written and verbal communication skills.  

  Able to navigate stakeholder requirements and align multiple teams toward common objectives.  

  Demonstrates a positive attitude, strong ownership mindset, and willingness to learn.