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Sycamore's Administrative Console

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Kingsley Makinde


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PRD created by: Kingsley Makinde

Approved by: Tunde Akin-Moses


Feel free to adapt and modify to your use case.
For any questions, you can send me an email at Kingsley.Makinde@Sycamore.ng
P.S There are instances when you may need to add assumptions to your PRD as well.

What is a Product Requirement Document?
A Product Requirement Document is a living document that is written by a Product Manager to communicate the purpose of a product or an initiative in a product to any software developer, designer or stakeholder.

Product Requirement Document (PRD)


1
Sycamore Backend Portal - Lend
Sycamore’s Administrative Console
2
Change Initiator/PM
Kingsley Makinde
3
Tech Lead
Daniel Anyaegbu
4
Customer/Personas (primary users of this product)
Internal Staff
5
Project Sponsor (who is responsible for the realization of this project)
Tunde Akin-Moses
6
Target Release Date (when are you looking to go-to market with this feature)
December 21st, 2022
7
Urgency (High/Medium/Low)
High
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Revision History

1
20-09-22
Kingsley Makinde
1
Document Creation
2
DD-MM-YY
Tunde Akin-Moses
1.1
Document Revision
3
DD-MM-YY
Name
1.2
Document Revision
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Objective (Brief Description of the Changes Requested)

What is the problem statement?
The lend platform has over time been a source of constant hiccups. Hence, the purpose of this project is to regain ownership over our data and processes to help us scale fast and improve our speed-to-market without compromising on quality of service.
Sales and credit risk agents currently manage the loan process on whatsapp due to the lack of a platform to pass workflow from one unit to the next.
Investments are currently managed on a google sheet which has a lot of limitations with an ever demanding customer base.
A lot of our users typically take loans for basic needs we should be able to provide on our platform. Airtime, bills, transfers etc.

Requirement Definition

Process flow, specific items/forms that require a change


List the major goals of this change/product:
Sales agents should be able to receive and manage loan requests applied for on the mobile app/web dashboard.
Investment agents should be able to receive and manage investment requests.
Total ownership of the data/technologies supporting Sycamore’s loan/investments services.
Sales/Investment agents should be able to view all the details and documents as provided by the customer during loan/investment applications as done on the mobile app.
Sales agents should be able to send an offer letter to the customer via email.
Sales agents should be able to activate a DDM(direct debit mandate) for the customer.
Sales agents should be able to manage all repayment instruments provided by the user.
Sales agents should be able to book a loan for a customer.
Credit risk officers should be able to receive loans from sales agents and approve or decline accordingly
Finance officers should be able to disburse approved loans to borrowers.
Customer service agents should be able to manage basic customer info to treat complaints/issues accordingly.
Collections agents should be able to set debit instructions on borrower’s accounts on the due date to collect money owed.

Background Context

Provide context on this project and explain how it fits into the organization's strategic goals
This project will place us strategically in control of our data, delivery timelines and operational procedures. Consequently, it’ll serve as a launchpad for some of our more expansive goals such as exposing loan/investment APIs to 3rd parties, loans amongst friends, target savings(groups & individual).
This is in line with Sycamore’s strategy to make credit easily accessible to every African.

Success metrics

List project goals and the metrics you'll use to judge its success. Describe financial and non-financial benefit of change e.g., improved performance, Enhanced client satisfaction
Goals and Metrics
0
Name
Metric
Notes
1
Reduce Loan TAT
Reduction of our average loan approval TAT from 48 hours to 6 hours
Open
2
Onboard more users
Onboard 5000+ users per quarter
Open
3
Increase delivery velocity
>5% increase in our feature delivery velocity per quarter
Open
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Target Audience

Who are we building for and how will they interact with this new feature/ product?
Internal users at Sycamore which include: Customer experience, Marketing, sales, investments, Product, collections, credit risk This product will be used to manage the entire loan/investment lifecycle from application to operational management to closure.

Technologies

Add the dependencies or applications or platforms that this work is dependent on before the feature(s) can be completed
Databases: Postgress, Redis
Servers/Cloud Infastructure: Google Cloud Platform(GCP)
Direct Debit: Paystack(card)
Direct Debit: Remita(bank account)
Virtual Account: Providus
SMS : Termii
Email: Sendgrid
Airtime/Data/Bills Payment: VTPass
Identity Verification: Identity Pass
Payout: Paystack

1.1 Modules


Add the name of the feature or initiative e.g. Profile Edit
1
Feature
Description
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Admin
For each user, they should be distinct Individuals with specific roles and permissions.
There should be a system admin to manage every users’ authorization levels and roles.
Each user can have more than one role and each role should have different permissions( see 1.2 for the permissions each should have)

3
Settings
A console user with rights should be able to delete another user
A console user with rights should be able to activate/deactivate another user
A console user with rights should be able to lock/unlock another user
A console user with rights should be able to see an audit trail of the actions of another user.
A console user should be able to (de)activate a function that ensures borrowers get repayment reminder emails.
A console user should be able to (de)activate a function that ensures investors get payout reminder emails
A console user should be able to (de)activate a function that assigns wallets to customers
A console user should be able to create(delete) loan products
A console user should be able to create(delete) investment products
A console user should be able to determine how loans/investments flow from one module to another and in which order.
A console user can determine the minimum number of repayments before a loan or investment is topped up.
A console user can determine the pin and password complexity on the mobile app and the console.
4
Customer Management
Console users with view/edit access can manage customer information.
Every customer should be assigned a unique ID. This can be used to search for/differentiate customers in case of any name conflict.
No two customers should have the same ID.
Every customer must have an email address, mobile number, gender, next of kin info., date of birth, BVN/NIN, KYC documents, account mandates, bank account, wallet, wallet balance, utility bill, govt. ID etc.
5
Sales
Sales agents can see new loan requests, pick it up or assign to another agent.
Sales agents can send this loan to the credit risk team to review or decline this loan.
Sales agents can send loan contracts, manage all KYC info on the application
Sales agents with the right permission can update a customer’s KYC info
A console user with the right permission should be able to assign a loan application to another user to treat/review.
E.g. A sales staff with the right maker permission can assign loan requests to another sales’ staff with checker access
e.g.Sales staff with checker permission(rights) can assign a loan application to a Risk user to review a loan application.
Sales staff should be able to topup active loans
6
Investments
Investment agents can see new investment requests, pick it up or assign them to another agent.
Investments agents can send this loan to the credit risk team to review or decline this loan.
Investments agents can send investment offer letters.
Investments agents with the right permission can update a customer’s KYC info
A console user with the right permission should be able to assign an Investment application to another user to treat/review.
E.g. An Investments staff with the right maker permission can assign Investment requests to another Investments’ staff with checker access
e.g.Investments staff with checker permission(rights) can assign a Investment application to finance to confirm inflow.
7
Risk
Risk agents can see loans approved by sales, pick it up or assign to another risk agent.
Risk agents can send this loan to finance to disburse, return to sales or decline this loan.
Risk agents can send loan contracts and manage all KYC info on the application
A console user with the right permission should be able to assign a loan application to another user to treat/review.
E.g. A risk staff with the right maker permission can assign loan requests to another risk staff with checker access
e.g. Risk staff with checker permission(rights) can assign a loan application to a Finance user to review a loan application.
8
Finance
Finance agents can see loans approved by risk, disburse to the customer’s wallet or return to sales/risk.
Finance agents can manage all inflow and outflow on Sycamore’s position.
Finance agents can payout due investments
Finance agents can register payments that happen outside this platform
Finance agents can download income statements
9
Collections
Collection agents can view all (over)due loans by days, tenor, amount and other parameters
Collection agents can trigger debit instructions to borrower’s accounts.
Collection agents can register repayments that happen outside the platform
Collection agents stop debit instructions
Collection agents can determine which repayment instrument is primary
10
Reporting
Each console user with permission can download different reports:
Sales reports by state, by loan type/product etc.
Investment reports by state, interest rate, investment product/type etc.
and so on..
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1.1. Permissions and Roles


The permissions can be as follows:
● Can Edit: Users can add/delete/edit items in the relevant module. The user will be notified by in-app alert and/or email whenever his/her action is approved or rejected by the user with publish rights.
● Can Publish(approve): Users can only publish added/edited/deleted items in the relevant module from the activity section in the console. The user will be notified by in-app alert and/or email whenever a request is waiting for his/her approval.
● Can View: User can only view the sections.
Note that a user with Edit and Publish rights has the right to make a request, and publish other customers’ requests except his/her own requests.
A User with Executor rights (* on all permissions) has the right to make a request without the need for it to be approved or rejected.
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1
1
Super Admin
Can manage authorisation and assign roles to different users. This user has access to all the features in the console. Can view all users, roles and permissions Can view status of user: active, inactive, suspended. Can suspend or deactivate users Can view audit logs of activities of other users on the console.
Can View Can Edit Can Publish Executor
2
2
Sales Requester
This user can treat loans and update customer information if incomplete. Can create a customer Can create a loan. Can claim a loan to be tagged to the user. Can update customer information like BVN, NIN, Date of Birth. Can adjust the rate to be applied on a loan. Can add debit cards(send a link to the customer’s mail to update/validate their debit card details). Can send Remita(DDM) to the customer to activate. Can send contract to customers. Can add bank accounts Can add attachments on behalf of a user Can download attachments Can progress loans approved by Risk to Finance. Can send a letter of indebtedness to the customer’s mail
Can View Can Edit
3
3
Sales Authorizer
This user can assign loans to a user with a ‘Sales Requester’ role. Can create customer Can view claims tagged to the ‘Sales Requester’ Can approve loans to be treated by Risk Can reject loans to be returned to the ‘Sales Requester’ Can adjust rate to be applied on a loan Can assign loans to a ‘Sales Requester’ Can re-assign loans to a ‘Sales Requester’ Can run a credit bureau check on the customer Can update customer information like BVN, NIN, Date of Birth. Can add debit cards(send a link to the customer’s mail to update/validate their debit card details). Can enable users for a loan top up Can send Remita(DDM) to the customer to activate. Can send contract to customers. Can add bank accounts Can add attachments on behalf of a user Can download attachments Can progress loans approved by Risk to Finance. Can download sales reports showing all loans in requests and portfolios month on month(or in a range, up to 6 months) Can send a letter of indebtedness to the customer’s email.
Can Edit Can Publish Executor
4
4
Risk Requester
Can run a credit bureau check on the customer Can publish loans to the ‘Risk Authorizer’ User Can reject loans to be returned to a ‘Sales Authorizer’ and ‘Sales Requester’ Can approve loans to be assigned to a risk authorizer.
Can View Can Edit
5
5
Risk Authorizer
Can approve loans to be progressed to the ‘Sales Requester’ Can run a credit bureau check on the customer. Can publish loans to the ‘Risk Authorizer’ User Can reject loans to be returned to a ‘Sales Authorizer’ and ‘Sales Requester’ Can download reports indicating how many loans were rejected or approved in a date range, along with the notes.
Can Edit Can Publish Executor
6
6
Investments Requester
Can view all incoming investments. Can claim investment to be tagged to himself/herself. Can adjust investment rate to be applied. Can add/edit information of the user such as BVN, NIN, phone number, account number, address, amount to be invested, tenure. Can upload documents/attachments Can create investment for a customer Can send an indicative offer letter & final offer letter to the customer’s email.
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7
7
Investments Authorizer
Can view all incoming investments. Can assign investments to the ‘Liabilities Requester’ Can adjust investment rate to be applied. Can approve investments to be moved to Risk. Can reject investments to be moved back to the ‘Liabilities Requester’ Can create investments for a customer Can upload documents/attachments Can send an indicative offer letter & final offer letter to the customer’s email.
Executor
8
8
Collections Requester
Can see loan schedule: amount repayment, spread, tenure Can view all customer information Can trigger DDM( remita and/or cards) Can view and download attachments Can add debit cards(send a link to the customer’s mail to update/validate their debit card details). Can segment customers with running loans into active, delinquent, **** Can trigger payment reminders. Can edit customer information such as address, email, mobile number, BVN, NIN Can send updated info. To the ‘Collections Authorizer’ to approve or reject.
Can View Can Edit
9
9
Collections Authorizer
Can approve or reject update requests from the ‘ Collections Requester’ Can view and update(edit) a customer’s loan schedule i.e. can update a user’s payment schedule if the user has made an offline repayment. Can view all customer information Can trigger DDM( remita and/or cards) Can view and download attachments Can segment customers with running loans into active, delinquent** Can trigger payment reminders. Can edit customer information such as address, email, mobile number, BVN, NIN, next of kin details
Can View Can Edit Can publish Executor
10
11
Customer Support Requester
Can view all customer information Can view customer portfolios( both loans and investments) Can edit customer information such as address, email, mobile number, BVN, NIN, next of kin details Can create loan Can book investment Can assign tasks to the customer support authorizer(e.g. After editing a customer’s dob, s/he can ask the authorizer to approve or reject the change)
Can View Can Edit
11
12
Customer Support Authorizer
Can view all customer information Can view customer portfolios( both loans and investments) Can edit customer information such as address, email, mobile number, BVN, NIN, next of kin details Can create loan Can book investment Can approve edit requests from the customer support requester. Can reject edit requests from the customer support requester.
Can View Can Edit Can publish Executor
12
13
Finance Requester
Can view all customer information Can initiate loan disbursement to be moved to the Finance Authorizer.
Can view
13
14
Finance Authorizer
Can view all customer information Can disburse loans Can approve loans initiated by the Finance Requester to be disbursed.
Can view
14
15
Custom
A user can have two or more roles: E.g. A user that is a Sales requester can also be a customer support requester. A user that is a risk authorizer can also be a sales requester
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1.4 Risk Factors

What are the inherent risks/exposures that may occur if this change is implemented?
None at the moment

1.5 Technical Resources

1 Product Manager
3 Backend engineers
2 frontend engineers
1 Devops
2 Product designers
1 QA
1 Project manager

Out of Scope

List the features discussed which are out of scope or might be revisited in a later release.
LDAP Integration
Wema Bank Integration
Admin Guide
DTI Calculator
Group Loans

Level of Impact of Changes


Budget: ______High High, Medium or Low
Implementation: _____High High, Medium or Low
Project: ________High High, Medium or Low

Approvals

1
1
Daniel Anyaegbu
Technical Lead
Approved
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2
2
Onyinye Okonji
CMO
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​
3
3
Mayowa Adeosun
COO
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​
4
4
Tunde Akin-Moses
CEO
​
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