Build a Retention Framework
Create clear processes that reduce customer drop-offs, balance cost of acquisition vs retention, and design simple incentive plans for teams.
Fulfillment Journeys & Branch Retention
Set up service desks at branches to handle customer needs quickly and improve retention at ground level.
Customer Service Productivity
Use customer data to set clear targets and ensure every service touch point helps in retaining customers.
Forecasting & Industry Trends
Study market trends, analyze data, and forecast customer behavior to stay ahead.
Prevent Shrinkage & Scale Up
Work on all retention-related products and strategies to grow the book size.
Learning & Innovation
Lead or participate in projects to improve processes, upgrade skills, and bring in new, smarter ways of working.
SLA Adherence
Ensure closure of FCL Requests and other service requests within defined timelines.
