Description

Key Responsibilities

- To manage a large Card Retention set‑up comprising Agents (approx. 20 FTEs)
- The Credit Card Retention Manager is responsible for developing and executing customer retention strategies to reduce credit card attrition, increase portfolio profitability, improve customer engagement, and enhance customer lifetime value.
- Manage end-to-end retention programs for credit card customers.
- Develop and implement customer retention strategies to reduce card cancellations and portfolio attrition.
- Analyze closure requests and identify root causes of customer churn
- Monitoring request TAT and Closure TAT end to end.
- Implement initiatives to improve customer satisfaction and Net Promoter Score (NPS).
- Identify service gaps and recommend corrective actions.
- Design, execute, and measure retention campaigns through multiple channels including tele-retention, SMS, email, mobile banking, and contact centres.

📌 Assistant Manager.Direct Banking Center-Credit cards Retention (Bengaluru)
🏢 Mashreq Bank
📍 Bengaluru