Lead Portfolio Retention & Upsell

Incumbent will be leading the retention process and will be responsible for managing repricing and foreclosure as well as revenue maximization efforts for all revenue streams from customer serviced or service assisted channels. Job role entails leading a team and delivering on vectors like overall attrition numbers and maintaining the portfolio yields through judicious repricing and constantly monitoring impact on P/L. Analyze data and provide insights to management with regards to attrition and re-pricing trends. Head Retention & Revenue is responsible for delivering a positive NPS of 5 to 10 on foreclosure and repricing requests along with an attrition and revenue budget. Incumbent will also be responsible to migrate the customer journey from an offline mode to a digital one thereby ensuring a seamless customer journey. Thereby it entails analysis of country wide campaigns and Special events, implements Revenue Management strategies to maximize demand generators. Closely monitors competitors for shift in demand & Rate .Service to Sales is envisaged to be one of the significant contributors to scale up the business top line in a cost efficient and transparent manner. Role & responsibilities 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 customers 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 KPIs Ensure minimal attrition in the team Preferred candidate profile Incumbent should have good understanding of HFC operations. Deep understanding of managing the P/L viz. portfolio yields and impact on overall portfolio through natural and pre-mature attrition. Should have worked with Senior Management in earlier capacity. Should have worked closely with Sales, operations, customer service, collections etc. Should have extensively worked on the CRM module. Good in customer engagement and understanding of customer behaviour. .