Assistant Manager - HNI Servicing & Retention

The Assistant Manager – HNI Servicing & Retention is responsible for delivering superior service experience to High Net-Worth Individuals (HNI) clients, ensuring high levels of customer satisfaction and retention. The role involves proactive relationship management, issue resolution, cross-functional coordination, and loyalty engagement initiatives.

• Act as a single point of contact for HNI customers to ensure end-to-end resolution of queries and concerns.
• Build and maintain long-term relationships with HNI clients to drive loyalty and retention.
• Track and analyze customer satisfaction metrics and initiate improvement plans.
• Coordinate with internal departments (credit, operations, legal, etc.) to provide seamless service.
• Identify opportunities for cross-selling and upselling housing loan and allied financial products.
• Ensure timely communication on loan status, disbursements, repayments, and other customer touchpoints.
• Drive proactive customer engagement through regular calls, service reviews, and feedback collection.
• Manage escalations with sensitivity and prompt resolution to enhance customer experience.
• Contribute to strategic initiatives focused on enhancing the service delivery framework for premium clients.
• Maintain service quality standards in compliance with regulatory and internal guidelines.

• Graduate/Post-Graduate in any discipline (preferred: Finance, Business Administration).
• Minimum 2–4 years of experience in customer service or relationship management, preferably in financial services or housing finance sector.
• Experience in handling HNI clients is highly desirable.
• Excellent communication and interpersonal skills.
• Strong customer orientation with a problem-solving mindset.
• High emotional intelligence and client handling ability.
• Attention to detail and process adherence.
• Proficiency in CRM tools and MS Office.
• Ability to multitask and work under pressure.
• Collaborative approach with cross-functional teams.

• High level of integrity, ethics, and professionalism.
• Strong organizational and time-management skills.
• Ability to work independently, cross functional and manage multiple tasks simultaneously.
• Detail-oriented with a focus on accuracy and quality of work.
• Proactive in identifying and addressing issues before they become larger problems.