Assistant Manager.Direct Banking Center-Credit cards Retention

Lead a credit card customer retention setup by managing a team of agents (~20 FTEs) and owning end-to-end retention programs. Develop and execute strategies to reduce attrition and card cancellations, improve customer engagement and lifetime value, and analyze churn drivers from closure requests. Oversee TAT monitoring, service gap identification, and retention campaigns across tele-retention, SMS, email, mobile banking, and contact centers to improve satisfaction and NPS.