Job Description

#

Customer Retention Manager

Corporate 1100-Corporate Office, Bangalore, Karnataka, India








Department
CORPORATE BUSINESS
Job posted on
Jan 03, 2026
Employee Type
Permanent
Experience range (Years)
0 - 0

POSITION DESCRIPTION

JOB TITLE

Customer Retention Manager

GRADE

M

DEPARTMENT

Housing

LOCATION

Corporate Office

SUB-DEPARTMENT

TYPE OF POSITION

Full-time

REPORTS TO

Lead-Housing Product

REPORTING INTO

NAROLE PURPOSE & OBJECTIVE Fulfills the need of existing customers that are at the risk of cancelling services Being in contact with customers to understand the requirement to arrest attrition Developing aggressive retention strategies based on customer feedback Negotiating with customers to renew contract and retain business. Analyzing customer behavior Gathering information about customer complaints and to analyze and resolve the same Contacting & meeting Foreclosure requested customers and addressing their concerns and convincing them and retaining. Visiting Branches and conducting trainings to Branch Team regarding customer retention. Cross sells of Other products of the Bank to the existing customers. Taking care of Foreclosure request SRs and resolving the same within TAT. To address the issues/Concerns regarding customer Service SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZEHousing Portfolio is across each region (1000-1200 Cr Approx) Business team of 200+ KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

To monitor the FC requested SRs and contacting the customers and checking their requirement. To analyze the retention requirement strategy and fit in the best possible matrix to match the customer needs To avail support from Business, Credit team to check if ROI waiver or Top up facility can be provided to the customer To negotiate with customer by making them understand about the benefit they can avail by continuing the service from us To monitor end to end in ensuring the customer has got the benefit that they have requested To ensure the foreclosure percentage will not increase beyond the limit as per region specific Conduct market surveys to understand the healthy practices followed by competition in understanding the retention dynamics.

Customer (Both Internal & External)

Contacting & meeting Foreclosure requested customers and addressing their concerns and convincing them and retaining Maintain working relationships with control functions like Business, Credit, SQ & IT Plan and conduct regular customer and branch visits to create awareness & trainings. Address all customer related issues on priority and ensure resolution

Internal Process

Developing aggressive retention strategies based on customer feedback Discuss with all stakeholders and resolve the customer requirement with customer centricity approach Work with and Business, credit, SQ to resolve the customer needs to increase our quality of service Prepare and send MIS dashboards on periodic basis pertaining to all the retention strategies applied Vs foreclosures occurred for the region. Liaise with SQ team for prompt resolution of any customer service related escalations

Innovation & Learning

Organize trainings for reducing customer attrition and increasing the portfolio Forecast process/approach changes requirement basis customer feedback and take appropriate actions MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational
QualificationsGraduate or Equivalent

Experience(Years and Core Experience Type)Minimum One year or Fresher

CertificationsNon Mandatory

Functional SkillsProduct Knowledge MS Office Suite Knowledge of Banking systems

Behavioral Skills

CompetenciesCommunication skills Critical thinking and problem-solving skills KEY INTERACTIONS

INTERNAL

EXTERNAL

Distribution Team

External Vendors

Operation & Service Quality Team

IT Team

Credit Team