About the role
The role supports the execution of retention across all segments by engaging directly with customers through calls, emails, digital channels, and branch interactions. It ensures timely resolution of service requests, foreclosure handling, and adherence to SLA targets to prevent attrition and portfolio shrinkage. The role contributes to delivering seamless customer journeys, maintaining compliance, and tracking customer interactions accurately, while supporting branches, call centers, and business teams in achieving retention objectives. Key Result Areas Supporting Actions Build a Retention Framework Create clear processes that reduce customer drop-offs, balance cost of acquisition vs retention, and design simple incentive plans for teams. Fulfillment Journeys & Branch Retention Set up service desks at branches to handle customer needs quickly and improve retention at ground level. Customer Service Productivity Use customer data to set clear targets and ensure every service touch point helps in retaining customers. Forecasting & Industry Trends Study market trends, analyze data, and forecast customer behavior to stay ahead. Prevent Shrinkage & Scale Up Work on all retention-related products and strategies to grow the book size. Learning & Innovation Lead or participate in projects to improve processes, upgrade skills, and bring in new, smarter ways of working. SLA Adherence Ensure closure of FCL Requests and other service requests within defined timelines.