Lead - Portfolio Retention and Upselling

To ensure attrition numbers for the FY are within 20% of opening portfolio. Portfolio yields to be range bound as per budget.

Closely monitor the P/L parameters. Ensure yields are maintained and portfolio management is within the budget number.

To effectively manage the customer traffic through customer service channels and adhere to defined SLAs

Migrate the process digitally and ensure no TAT breach for all customer requests.

To ensure that portfolio retention is done in a manner that is overall portfolio yields are not impacted adversely.

Work within the parameters as defined by Products and Finance. Portfolio yields to not drop below threshold.

To ensure that the customer engagement leads to positive retention and in the process the experience delivered to the customer is good.

Work closely with team. Regular trainings and upskilling will ensure customer's queries are resolved within defined SLAs and as per laid out processes. To deliver targeted NPS for foreclosures and repricing.

Service to Sell

Analyze and monitor service channel, ensure that all major channels of distribution effectively support the Lead generation & conversion.

Define Outbound strategy at Vendor staff at call center

Set up process flows ,metrics & drive outbound team to achieved targets on lead generation & conversions

Managing E2E governance & dash boarding for CXOs

Manage governance & controls on Upsell, Cross Sell ,Top Ups & Retention on company as well as group level products

People management

Coach and mentor the Vendor Team leads and managers so they may be able to achieve high performance team results.

Develop monitoring measures, define data points for measure and frequency and finally institutionalize the processes of regular monitoring, feedback and close looping

Manage and mentor onroll team members and devise and drive their KPI's

Ensure minimal attrition in the team