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Manage customer relationships and ensure timely resolution of customer queries and complaints. Handle and monitor complaints received through RBI and other regulatory grievance portals, ensuring timely closure within prescribed timelines. Develop and implement customer retention strategies to reduce churn and improve customer loyalty. Identify at-risk customers and execute retention and win-back initiatives through CRM. Oversee CRM operations, workflows, automation, dashboards, and data accuracy. Monitor complaint TAT, customer satisfaction, retention metrics, and other CRM KPIs. Prepare MIS, root cause analysis, and retention reports to drive continuous improvement. Ensure compliance with RBI customer service and grievance redressal guidelines. Lead and mentor the CRM team while collaborating with operations, sales, and product teams to enhance the overall customer experience. .