Lead - Portfolio Retention and Upselling

Role Overview

This leadership position focuses on managing portfolio retention and upselling strategies for the company. The incumbent is responsible for ensuring portfolio attrition remains below or within 20% of the original portfolio size annually, while maintaining portfolio yields within budgetary limits. The role requires close supervision over profit and loss metrics, with a mandate to preserve yield thresholds and optimize portfolio management.

Key Responsibilities

• Oversee customer service channels to efficiently handle customer traffic, maintaining adherence to established service level agreements (SLAs).
• Drive digital transformation of processes to eliminate turnaround time (TAT) breaches for all customer requests.
• Ensure retention strategies maintain portfolio yields without negative impact and align with product and finance guidelines.
• Enhance customer engagement to support positive retention outcomes and deliver a superior customer experience.
• Partner closely with teams, providing regular training and skill development to meet SLAs and process standards, targeting Net Promoter Scores (NPS) specifically for foreclosure and repricing scenarios.
• Implement 'Service to Sell' strategies, analyzing service channels to support lead generation and conversion targets effectively.
• Formulate outbound calling strategies for vendor-staffed call centers, establishing workflows, metrics, and driving teams towards lead generation and conversion goals.
• Manage end-to-end governance and dashboard reporting for senior executives (CXOs).
• Oversee governance and controls related to upselling, cross-selling, top-ups, and retention across company and group product offerings.
• Lead and mentor vendor team leads and managers to develop high-performing teams.
• Create and institutionalize regular monitoring processes with defined data points, feedback mechanisms, and closure loops.
• Manage and coach on-roll team members, creating and driving their key performance indicators (KPIs).
• Maintain low team attrition levels through effective people management practices.

Additional Information

This full-time role is located onsite in Maharashtra, India. Specific details about salary, number of openings, or further perks have not been disclosed.