Chief Manager - Customer Complaint & Retention

Job description

**Role: Chief Manager Customer Complaint & Aversion (Banca)** **Role Objective:** Own end-to-end aversion cases for the banca channel to reduce cancellations and complaints and improve retention outcomes. **Key Responsibilities:** 1. Aversion Case Handling: - Handle assigned aversion / complaint cases end-to-end - Understand customer concern, identify root cause, and drive resolution - Handle conversations with clear focus on retention 2. Pre-Call Preparation: - Review customer profile, policy details, complaint and transaction history - Identify cancellation trigger (missale / service issue) - Prepare case-specific talking points 3. Customer Interaction: - Explain issues clearly and accurately - Address concerns and handle objections - Close with clear outcome and next steps 4. Post-Call Closure: - Update disposition and detailed case notes - Coordinate with ops / sales / servicing teams - Track cases till final closure 5. Root Cause & Feedback: - Identify drivers of dissatisfaction (missale, product mismatch, servicing gaps) - Share inputs with internal teams to reduce repeat issues 6. Stakeholder Coordination: - Work with internal teams for case closure - Escalate critical cases where required 7. Documentation & Communication: - Understand customer emails / complaints clearly - Maintain structured and accurate case notes - Communicate clearly with internal teams **Typical KPIs** - Save / retention % - Resolution TAT - Repeat complaints - Case closure rate **Key Skills** - Experience in complaint handling / retention roles (BFSI preferred) - Strong customer handling and objection management - Attention to detail and structured working - Strong verbal and written communication - Individual contribution - 8+ yrs exp in Customer Retention