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.

📌 Team Leader Retention Mumbai (India)
🏢 SMFG India Credit
📍 India