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 productive 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 custome

📌 Lead Portfolio Retention (Goregaon)
🏢 Aditya Birla Housing Finance
📍 Goregaon