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Understanding Daily Operations: To gain insights into the SPO's daily responsibilities, tasks, and workflows in managing loan initiatives and overseeing loan processing activities.
Identifying Challenges: To uncover the pain points and challenges faced by the SPO in the absence of a dedicated loan management platform, such as communication inefficiencies and difficulties in tracking loan statuses.
Exploring Support Structures: To investigate how the SPO interacts with and supports other team members, particularly the Financial Field Credit Officers (FCOs) and Business Relationship Managers (BRMs), and how these relationships affect loan outcomes.
Assessing Needs and Opportunities: To identify the specific needs for tools, and resources that could enhance the SPO’s effectiveness and improve overall loan processing efficiency.
Gathering Insights for Improvement: To collect actionable insights that can inform future improvements in processes, technology, and training to achieve better loan management and performance outcomes.
Evaluating the Impact of Current Practices: To understand the effectiveness of existing practices and communication methods in driving loan sales and maintaining client relationships.
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Customer Eligibility Check: Grant SPOs the ability to check business owners' eligibility and share repayment schedule schedules with customers on the fly.
Loan Tracking Platform: Develop a centralized, automated platform/dashboard to track loan progress, approvals, and rejections (with clear reasons), and to monitor SPO and assigned BRMs’ loan status in real-time. This should replace manual loan tracking.
Automate Loan Report: Access daily loan report directly from the dashboard.
BO Profiling and Engagement: Develop solutions to profile and monitor BOs in inaccessible regions especially those who haven’t accessed loans yet.
Training and Product Knowledge: Provide continuous training for BRMs and FCOs on loan profiling, and the use of new platforms to improve efficiency and loan conversion rates.
Sales Team Initiated Loan Application: Ability for SPOs and BRMs to initiate loan application for interested business owners to reduce delays and streamline the loan sales process.
Flexible Loan Approval Processes: Introduce more flexibility in loan approvals, especially for qualified BOs with legitimate business setups.
Loan Calculators and Profiling Tools: Provide user-friendly loan calculators and tools to calculate loan schedules, payments, and commissions.
Transparency in Loan Rejection: Build a system to log and communicate reasons for loan rejection, allowing SPOs to address issues before final decisions are made.
Worktools and Technological Support: Equip SPOs with laptops and support to enhance loan management.
Access to Real-Time Data: Implement real-time reporting of loan statuses and reduce manual workload.
Editable Loan Profiles: Enable the ability to edit loan applications after submission to correct minor errors without restarting the process.
Feedback Mechanisms: Implement a systematic way to gather feedback from BRMs and FCOs to identify bottlenecks and improve loan processes.
Improved Communication Tools: Implement enhanced, centralized communication tools that streamline interactions between SPOs, BOs, BRMs, and FCOs, reducing operational bottlenecks and improving loan processing