Job Requirements About the Role The role will be responsible for driving portfolio outcomes through tele-calling and customer engagement channels across retention, 365-day closure prevention, usage activation, RTO, and related portfolio programs. The incumbent will manage channel performance, governance, VOC, and productivity across a large calling setup while also leading automation and process optimization initiatives to improve operational efficiency, customer experience, and portfolio outcomes.

Key Responsibilities

Primary Responsibilities

- Own and drive business outcomes across calling channels covering 365-day intent & usage, retention, usage activation, RTO, dormant customer activation, and other portfolio management programs.

- Manage and govern a calling setup of approximately 70 callers across internal and partner channels to ensure achievement of portfolio KPIs.

- Track, monitor, and improve channel productivity, conversion metrics, quality scores, and customer engagement outcomes.

- Drive Voice of Customer (VOC) reviews and implement process improvements to enhance customer experience and campaign effectiveness.

- Define channel strategies, customer targeting frameworks, calling journey enhancements, and execution governance to improve portfolio performance.

- Partner with Operations, Analytics, Digital, Technology, Compliance, and Vendor Management teams for seamless execution of channel-led initiatives.

- Prepare performance reviews, business insights, and management updates for senior stakeholders.

- Monitor and optimize key portfolio metrics including activation, retention, usage, reactivation, closure prevention, and campaign effectiveness.

Secondary Responsibilities

- Drive automation and efficiency initiatives including AI-led interventions, and other digital enablement projects.





- Identify opportunities to reduce manual effort and improve channel productivity through workflow automation and process redesign.

- Support portfolio analytics, customer segmentation, and campaign optimization initiatives.

- Evaluate recent technologies, tools, and customer engagement mechanisms to improve operational effectiveness.

- Conduct benchmarking and identify industry best practices across customer servicing, retention, and engagement channels.

- Ensure compliance with regulatory, audit, risk, and internal governance requirements.

Managerial Responsibilities

- Provide business ownership and governance for large-scale calling operations and partner-managed channels.

- Drive accountability across internal and external stakeholders to achieve agreed portfolio and channel objectives.

- Lead cross-functional initiatives involving Operations, Technology, Analytics, Digital, and Partner teams.

- Establish performance management frameworks, review mechanisms, and governance structures for channel performance.

- Drive a culture of continuous improvement, customer centricity, and operational excellence.

- Influence stakeholders across multiple functions to execute strategic portfolio priorities.

Key Success Metrics

- Improvement in retention and 365-day closure prevention rates.

- Growth in activation, usage activation, and customer engagement metrics.

- Improvement in RTO and portfolio recovery outcomes.

- Increase in channel productivity and conversion efficiency.

- Improvement in customer experience and VOC indicators.

- Successful implementation and adoption of automation initiatives

- Reduction in operational effort and enhancement in process efficiency.

- Achievement of portfolio, channel, and business performance targets.

- Timely delivery of strategic projects and stakeholder satisfaction.

What We Are Looking For

- Graduation: Any Graduate

- 1–3 years of professional experience in portfolio management, or channel management.

📌 Portfolio Manager-Credit Card (Mumbai)
🏢 IDFC FIRST Bank
📍 Mumbai