Assistant Vice President, Customer Retention

SMFG INDIA CREDIT COMPANY; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

SMFG INDIA CREDIT COMPANY is seeking a Senior Retention Manager to lead end-to-end retention strategies for secured and unsecured lending portfolios in Mumbai. You will drive initiatives to reduce attrition and pre-closure, monitor trends, and develop proactive customer engagement programs.

Role requires strong experience in customer retention, lending products, and managing large teams. You will partner with Analytics, Product, Risk and Sales to design data-driven solutions and deliver

Qualifications

• 6-12 years of experience in Banking or NBFCs.
• Proven experience in Customer Retention, Portfolio Management, tele sales, customer service.
• Strong exposure to secured and unsecured lending products.
• Experience in managing an in-house team of ~50 members.

Responsibilities

• Lead end-to-end retention strategies for lending portfolios.
• Drive initiatives to reduce attrition and pre-closure rates.
• Monitor portfolio trends and identify retention opportunities.
• Develop and implement proactive customer engagement programs.
• Track retention KPIs and propose corrective actions.
• Analyze customer behavior and pre-closure trends to drive retention.
• Conduct root-cause analyses for increased attrition and pre-closure requests.
• Collaborate with Analytics, Product, Risk and Sales teams on data-driven retention solutions.
• Develop dashboards, MIS reports and management presentations for insights.
• Translate findings into actionable business strategies and outcomes.
• Engage cross-functionally to drive retention initiatives to completion.

Skills

Customer Retention

Portfolio Management

Tele Sales

Customer Service

Job description

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.