Head Product & Customer Service

Head Product & Customer Service

Industry / Experience

Affordable Housing Finance / Housing Finance / NBFC / Retail Lending; 12 to 18+ years

Role Purpose

To lead product strategy, customer experience, and service delivery, ensuring that lending products and service processes meet customer needs while supporting business growth, operational efficiency, risk management, regulatory compliance, and profitability.

Key Responsibilities

• Lead product strategy and development for affordable housing finance, aligned with customer needs and business objectives.
• Drive customer experience initiatives and service transformation to improve service quality, responsiveness, and customer satisfaction.
• Review customer journeys and lending processes to identify opportunities for simplification, standardisation, and operational improvement.
• Partner with Business, Credit, Risk, Operations, Technology, and Compliance teams to deliver effective products and service solutions.
• Balance customer-centricity with credit risk, regulatory requirements, operational controls, and sustainable profitability.
• Monitor product and service performance, identify improvement areas, and drive initiatives based on business and customer insights.
• Lead and develop teams, establish clear priorities, and ensure effective stakeholder engagement across the organisation.

Candidate Profile

• 12 to 18+ years of relevant experience in Affordable Housing Finance, Housing Finance, NBFCs, or Retail Lending.
• Strong understanding of affordable housing finance products, customer segments, and end-to-end lending processes.
• Demonstrated experience in Product Management, Customer Experience, and Service Transformation.
• Strong business orientation, with the ability to balance customer experience, risk, compliance, and profitability.
• Excellent leadership, stakeholder management, strategic thinking, and decision-making skills.

Language & Communication

• Excellent verbal and written communication skills in English and Hindi, with the ability to engage effectively with customers, internal stakeholders, and senior management.