- Manage customer relationships and ensure timely resolution of customer queries and complaints.
- Handle and monitor complaints received through RBI and other regulatory grievance portals, ensuring timely closure within prescribed timelines.
- Develop and implement customer retention strategies to reduce churn and improve customer loyalty.
- Identify at-risk customers and execute retention and win-back initiatives through CRM.
- Oversee CRM operations, workflows, automation, dashboards, and data accuracy.
- Monitor complaint TAT, customer satisfaction, retention metrics, and other CRM KPIs.
- Prepare MIS, root cause analysis, and retention reports to drive continuous improvement.
- Ensure compliance with RBI customer service and grievance redressal guidelines.
- Lead and mentor the CRM team while collaborating with operations, sales, and product teams to enhance the overall customer experience.