Business Retention Manager - Customer Excellence

Role & responsibility

• Engage with customers who have initiated foreclosure, loan closure, balance transfer, takeover, or relationship exit requests.
• Conduct detailed need assessment and root cause analysis to understand reasons for closure intent.
• Present suitable retention propositions, benefits, and relationship value propositions to retain customers.
• Educate customers on available product features, banking solutions, and alternative options that may address their concerns.
• Build customer confidence through proactive engagement and effective resolution of issues impacting customer satisfaction.
• Implement retention strategies to reduce loan foreclosures, balance transfers, and portfolio attrition
• Identify high-value customers and prioritize intervention efforts to maximize portfolio retention
• Work closely with Business Banking teams to explore restructuring, pricing reviews, top-up loans, or other permissible retention solutions.
• Negotiate and influence customer decisions while ensuring fair and transparent communication.
• Track retention outcomes and ensure timely follow-up on all closure-related requests
• Resolve customer complaints and service issues that may be contributing to closure intent.
• Liaise with Operations, Credit, Product, Collections, and Service teams for quick resolution of customer concerns.
• Handle complex escalations professionally and ensure customer satisfaction throughout the retention journey.
• Escalate policy-related exceptions to relevant stakeholders for approval and review.
• Analyze foreclosure trends, balance transfer requests, and customer attrition patterns.
• Capture customer feedback and reasons for closure to identify systemic gaps and improvement opportunities.
• Prepare retention MIS, dashboards, and regular management reports.
• Provide actionable insights to Product, CX, and Business teams to strengthen customer loyalty and reduce future attrition.
• Coordinate with Relationship Managers, Branch Teams, Sales Teams, Product Teams, and Customer Service functions.
• Partner with Business teams to formulate customer-specific retention approachesDrive cross-functional initiatives aimed at improving customer experience and portfolio stickiness.
• Support implementation of customer retention campaigns and targeted outreach programs.
• Ensure all retention activities are conducted in compliance with RBI guidelines and Bank policies
• Maintain complete documentation of customer interactions, retention offers, and outcomesEnsure fair treatment of customers and adherence to regulatory requirements during retention discussions.
• Monitor retention process effectiveness and recommend process improvements.

Preferred candidate profile

Minimum 3-5 years of experience in Banking, NBFC, Customer Retention, Portfolio Management, Relationship Management, or Business Lending.

• Strong understanding of Business Loan products, foreclosure processes, loan lifecycle management, and customer servicing.
  
• Experience in handling customer objections, negotiations, and service recovery.
  
• Proven ability to influence customer decisions and improve retention outcomes.
  
• Strong analytical and stakeholder management skills.

Skills & Competencies

• Business Loan & MSME Product Knowledge.

• Customer Retention & Save Desk Management.
  
• Objection Handling & Negotiation Skills.
  
• Portfolio Analytics & Attrition Management.
  
• Data-driven Decision Making.
  
• Stakeholder & Relationship Management.
  
• Communication, Influencing & Persuasion Skills.

Email- [email removed]