Product Lead - Business Banking

About the Role

The job posting is for a Product Lead in Business Banking at IDFC FIRST Bank, requiring 10 to 15 years of experience. Salary details are not disclosed.

What You Should Know

• •Wallet share and cross-sell as the core RM metric, not just new acquisition
• •NPS and CSAT as the standard customer-experience metrics in banking
• •First Call Resolution (FCR) as a key contact-centre metric
• •Segment-specific selling - mass market, HNI and SME each need a different pitch and product set

Interview Questions

1. 1.How do you build trust with a customer who's skeptical of being "sold to"?
2. 2.What's your approach to growing wallet share with an existing customer vs acquiring new ones?
3. 3.How would you handle an escalated, angry customer call?
4. 4.What's the difference between NPS and CSAT, and when would you look at each?
5. 5.What would you do if a product you're selling isn't actually the best fit for a customer?
6. 6.How do you manage a team through a target miss without it becoming a blame exercise?

Scenario-Based Questions

1. 1.A customer is threatening to leave for a competitor's better FD rate. How do you retain them?
2. 2.You're 20% behind target with a week left in the quarter. What's your action plan?
3. 3.A customer escalates a complaint on social media before contacting support. How do you respond?

Interview Tips

• •Come with real numbers from past roles (targets, achievement %, NPS scores) - banking sales interviews are metrics-first.
• •Be ready to role-play a pitch or an escalation live; many banking sales interviews include a scenario simulation.
• •Show you can balance the customer's actual interest against a sales target - interviewers probe for ethical selling, not just closing ability.
• •Expect at least one people-management question (a target miss, a difficult team member, cross-functional conflict) - have a real example ready.