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