Job Description

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Job Purpose

• To develop proposition and drive marketing campaigns for fee income related products ensuring ground level execution and subsequent tracking across all segments.

Responsibilities

• Analyze customer feedback and implement retention strategies to reduce churn and improve loyalty.
• Recommend and support retention programs, identify quality issues, and initiate process improvements.
• Review quality reports, monitor team performance, and resolve escalated issues.
• Handle customer queries and retention records; prepare audit plans.
• Develop quality assurance strategies to enhance customer experience.
• Set up and manage in-house call center operations, including resource planning, system maintenance, and upgrades.
• Develop and optimize call center systems (IVR, user interfaces) and conduct user acceptance testing.
• Coordinate with teams and third parties to resolve issues and maintain communication records.
• Monitor call quality to improve service and minimize errors.
• Analyze data vs. budget to meet revenue targets; lead customer negotiations balancing business and customer interests.
• Pitch new business during retention calls to maximize portfolio value.

Qualification - Graduate / Post Graduate

Skills Required