Role & responsibilities
- Lead the end-to-end retention strategy for secured and unsecured lending portfolios.
- Drive initiatives to reduce customer attrition and pre-closure rates.
- Monitor portfolio trends and identify opportunities to improve customer retention and profitability.
- Develop and implement proactive customer engagement and retention programs.
- Track retention performance through defined KPIs and recommend corrective actions where required.
- Analyze customer behavior, portfolio performance, and pre-closure trends to identify key drivers impacting retention.
- Conduct root-cause analysis to determine reasons for increased pre-closure requests and customer attrition.
- Work closely with Analytics, Product, and Business teams to design data-driven retention solutions.
- Develop dashboards, MIS reports, and management presentations to provide actionable business insights.
- Translate analytical findings into practical business strategies and measurable outcomes.
- Partner with Business, Product, Risk, Sales, Operations, Collections,



and Analytics teams to drive retention initiatives.
- Manage relationships with senior management stakeholders and provide regular updates on portfolio performance and retention initiatives.
- Present recommendations, business cases, and strategic proposals to leadership teams.
- Influence cross-functional teams to ensure successful implementation of retention strategies.
- Ensure adherence to all internal policies, regulatory guidelines, and operational controls.
- Maintain robust governance frameworks across retention operations.
- Manage audits and ensure timely closure of audit observations.
- Oversee customer complaint resolution processes and ensure regulatory compliance.
- Identify and mitigate operational, compliance, and reputational risks.

Preferred candidate profile
- 6-12 years of experience in Banking or NBFCs.
- Proven experience in Customer Retention, Portfolio Management, tele sales, Customer Service.
- S

📌 Assistant Vice President, Customer Retention (Mumbai)
🏢 SMFG INDIA CREDIT
📍 Mumbai