Job Description

Key Responsibilities

• To manage a large Card Retention set‑up comprising Agents (approx. 20 FTEs)
• The Credit Card Retention Manager is responsible for developing and executing customer retention strategies to reduce credit card attrition, increase portfolio profitability, improve customer engagement, and enhance customer lifetime value.
• Manage end-to-end retention programs for credit card customers.
• Develop and implement customer retention strategies to reduce card cancellations and portfolio attrition.
• Analyze closure requests and identify root causes of customer churn
• Monitoring request TAT and Closure TAT end to end.
• Implement initiatives to improve customer satisfaction and Net Promoter Score (NPS).
• Identify service gaps and recommend corrective actions.
• Design, execute, and measure retention campaigns through multiple channels including tele-retention, SMS, email, mobile banking, and contact centres.