Company Description Spandana Sphoorty Financial Limited (SSFL) is a Non-Banking Finance Company – Micro Finance Institution (NBFC-MFI), licensed by the Reserve Bank of India to provide financial services without accepting public deposits. Originating as a society in 1998, it has grown into a formal NBFC focused on offering micro-credit solutions to low-income households in both rural and urban areas. The organization is committed to improving livelihoods and strengthening the socio-economic status of customers, with a strong emphasis on financial inclusion and identity-building.

Spandana uses both group-based and individual lending models driven by household economics and also offers products such as farm equipment financing and loans against gold jewelry. More information about the company, its mission, and services is available at www.spandanasphoorty.com.

Role Description The Customer Retention Manager is a full-time, on-site role based in Mahagama. This role is responsible for developing and executing customer retention strategies to reduce attrition and enhance long-term customer relationships. Day-to-day activities include analyzing customer data and feedback, monitoring repayment behaviors, identifying risk patterns, and designing targeted engagement initiatives.

The manager will collaborate with branch teams to improve customer service standards,



resolve escalated issues, and ensure high levels of customer satisfaction across micro-credit and other lending products. The role also involves preparing reports on retention performance, recommending process improvements, and training staff on best practices for customer communication and relationship management.

Qualifications

- Strong customer retention and customer satisfaction skills, with a track record of improving loyalty and reducing churn.
- Advanced analytical skills to interpret customer data, performance metrics, and repayment trends for actionable insights.
- Excellent communication and interpersonal skills to interact effectively with customers, field staff, and leadership.
- Proven customer service capabilities, including handling escalations, resolving issues, and maintaining service quality standards.
- Experience in microfinance, banking, NBFCs, or financial services is highly desirable.
- Bachelor’s degree in business, finance, economics, or a related field; postgraduate qualifications are an advantage.
- Ability to work in office in Mahagama, with a willingness to visit branches and field locations as needed.
- Strong organizational skills, attention to detail, and comfort using MS Office and basic data analysis tools.

📌 Customer Retention Manager (Mahagama)
🏢 Spandana Sphoorty Financial
📍 Mahagama