Lead Portfolio Retention & Upsell

Aditya Birla Housing Finance; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Aditya Birla Housing Finance seeks a Head of Retention & Revenue to lead retention, repricing, and foreclosure efforts while maximizing revenue across customer serviced channels. The role will drive attrition control and portfolio yields, reporting to senior management and guiding P/L outcomes.

You will also digitize the customer journey, analyze country-wide campaigns, and implement revenue management strategies to scale demand, with strong governance across CXO dashboards.

Qualifications

• Incumbent should have good understanding of HFC operations.
• Deep understanding of managing P/L viz. portfolio yields and attrition.
• Should have worked with Senior Management
• Experience with CRM module and customer journeys.

Responsibilities

• Lead retention & revenue initiatives across customer serviced channels.
• Manage repricing and foreclosure to maximize portfolio yields.
• Mentor and manage the vendor/onroll team leads and managers.
• Analyze attrition and re-pricing trends to provide management insights.
• Migrate customer journey from offline to digital while ensuring seamless CX.
• Set up KPIs and reports for CXOs; monitor and control budgets.
• Oversee outbound strategies for lead generation and conversions.
• Ensure adherence to SLAs and governance in retention efforts.

Skills

P/L management

CRM experience

Team leadership

Attrition management

Tools

CRM software

Job description

Incumbent will be leading the retention process and will be responsible for managing repricing and foreclosure as well as revenue maximization efforts for all revenue streams from customer serviced or service assisted channels. Job role entails leading a team and delivering on vectors like overall attrition numbers and maintaining the portfolio yields through judicious repricing and constantly monitoring impact on P/L. Analyze data and provide insights to management with regards to attrition and re-pricing trends. Head Retention & Revenue is responsible for delivering a positive NPS of 5 to 10 on foreclosure and repricing requests along with an attrition and revenue budget. Incumbent will also be responsible to migrate the customer journey from an offline mode to a digital one thereby ensuring a seamless customer journey. Thereby it entails analysis of country wide campaigns and Special events, implements Revenue Management strategies to maximize demand generators. Closely monitors competitors for shift in demand & Rate .Service to Sales is envisaged to be one of the significant contributors to scale up the business top line in a cost efficient and transparent manner.

Role & responsibilities

To ensure attrition numbers for the FY are within 20% of opening portfolio. Portfolio yields to be range bound as per budget.

Closely monitor the P/L parameters. Ensure yields are maintained and portfolio management is within the budget number.

To effectively manage the customer traffic through customer service channels and adhere to defined SLAs

Migrate the process digitally and ensure no TAT breach for all customer requests.

To ensure that portfolio retention is done in a manner that is overall portfolio yields are not impacted adversely.

Work within the parameters as defined by Products and Finance. Portfolio yields to not drop below threshold.

To ensure that the customer engagement leads to positive retention and in the process the experience delivered to the customer is good.

Work closely with team. Regular trainings and upskilling will ensure customers queries are resolved within defined SLAs and as per laid out processes. To deliver targeted NPS for foreclosures and repricing.

Service to Sell

Analyze and monitor service channel, ensure that all major channels of distribution effectively support the Lead generation & conversion.

Define Outbound strategy at Vendor staff at call center

Set up process flows ,metrics & drive outbound team to achieved targets on lead generation & conversions

Managing E2E governance & dash boarding for CXOs

Manage governance & controls on Upsell, Cross Sell ,Top Ups & Retention on company as well as group level products

People management

Coach and mentor the Vendor Team leads and managers so they may be able to achieve high performance team results.

Develop monitoring measures, define data points for measure and frequency and finally institutionalize the processes of regular monitoring, feedback and close looping

Manage and mentor onroll team members and devise and drive their KPIs

Ensure minimal attrition in the team

Preferred candidate profile

Incumbent should have good understanding of HFC operations. Deep understanding of managing the P/L viz. portfolio yields and impact on overall portfolio through natural and pre-mature attrition. Should have worked with Senior Management in earlier capacity. Should have worked closely with Sales, operations, customer service, collections etc. Should have extensively worked on the CRM module.

Good in customer engagement and understanding of customer behaviour.