Assistant Vice President, Customer Retention

Role & responsibilities

• Lead the end-to-end retention strategy for secured and unsecured lending portfolios.
• Drive initiatives to reduce customer attrition and pre-closure rates.
• Monitor portfolio trends and identify opportunities to improve customer retention and profitability.
• Develop and implement proactive customer engagement and retention programs.
• Track retention performance through defined KPIs and recommend corrective actions where required.
• Analyze customer behavior, portfolio performance, and pre-closure trends to identify key drivers impacting retention.
• Conduct root-cause analysis to determine reasons for increased pre-closure requests and customer attrition.
• Work closely with Analytics, Product, and Business teams to design data-driven retention solutions.
• Develop dashboards, MIS reports, and management presentations to provide actionable business insights.
• Translate analytical findings into practical business strategies and measurable outcomes.
• Partner with Business, Product, Risk, Sales, Operations, Collections, and Analytics teams to drive retention initiatives.
• Manage relationships with senior management stakeholders and provide regular updates on portfolio performance and retention initiatives.
• Present recommendations, business cases, and strategic proposals to leadership teams.
• Influence cross-functional teams to ensure successful implementation of retention strategies.
• Ensure adherence to all internal policies, regulatory guidelines, and operational controls.
• Maintain robust governance frameworks across retention operations.
• Manage audits and ensure timely closure of audit observations.
• Oversee customer complaint resolution processes and ensure regulatory compliance.
• Identify and mitigate operational, compliance, and reputational risks.

Preferred candidate profile

• 6-12 years of experience in Banking or NBFCs.
• Proven experience in Customer Retention, Portfolio Management, tele sales, Customer Service.
• Strong exposure to both secured and unsecured lending products.
• Experience in handled inhouse team of approximately 50 members.