The Unit Manager – Retention is a critical operational and strategic leadership role responsible for driving customer retention, managing portfolio health, and optimizing service delivery.
This role directly oversees a large-scale execution team across captive or outsourced contact centers to mitigate customer churn, improve asset/liability stickiness, and maximize cross-sell revenue.
Key Responsibilities
• Team & Scale Management: Provide strategic leadership to a team of outsourced or captive call center staff, team leaders, and portfolio agents. Drive rigorous operational cadences, continuous training, and capacity planning.
• Portfolio Retention & Churn Management: Formulate and execute standard operating procedures (SOPs) to handle high-risk and churn-vulnerable customer segments.
Achieve core metrics to protect the Bank's asset/liability base.
• Cross-Selling & Revenue Maximization: Leverage data insights and deep-dive analytics to identify cross-sell opportunities within the existing portfolio, directing the team toward high-value financial products.
• Performance, Quality & Governance: Run routine audits, monitor service-level agreements (SLAs), and conduct thorough performance reviews to align desk quality standards with internal compliance guidelines.
• Cost Control & Vendor Management: Review, validate, and sign off on monthly contact center/vendor billings cleanly and accurately while optimizing resource utilization.