Team Leader - 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 seasoned leader to head a retention team focused on customer engagement, retention, foreclosure prevention, and portfolio preservation in Mumbai.

The role requires managing an inhouse call centre with a focus on meeting retention and portfolio targets, regulatory compliance, and timely MIS reporting to senior management.

Qualifications

• Graduate / PGDM with minimum 2 to 4 years of experience in managing a team handling role in either Telesales process or Mortgage/Home Loan or Retention process or Customer Service Process.
• Candidate must have experience of managing an inhouse call centre.
• Graduation is Mandatory.

Responsibilities

• Lead and manage the retention team to achieve retention and portfolio management targets.
• Track KPIs including retention rates, productivity, quality, and TAT adherence.
• Handle escalations and provide timely resolution to customer concerns.
• Ensure compliance with process guidelines, regulatory requirements, and internal control mechanisms.
• Prepare and present MIS reports, team performance dashboards, and business updates to management.

Education

Graduate / PGDM

Job description

Job Overview

• To lead and manage a team of retention executives focused on customer engagement, retention, foreclosure prevention, and portfolio preservation while ensuring adherence to organizational policies, regulatory guidelines, and customer service standards.

Role & responsibilities

• Manage and drive the performance of the retention team to achieve retention and portfolio management targets.
• Track key performance indicators (KPIs) including retention rates, productivity, quality, and TAT adherence.
• Handle escalations and provide timely resolution to customer concerns.
• Ensure compliance with process guidelines, regulatory requirements, and internal control mechanisms.
• Prepare and present MIS reports, team performance dashboards, and business updates to management.

Preferred candidate profile

• Graduate / PGDM with minimum 2 to 4 years of experience in managing a team handling role in either Telesales process or Mortgage/Home Loan or Retention process or Customer Service Process.
• Candidate must have experience of managing an inhouse call centre.
• Graduation is Mandatory.