Job Description

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