01Overview
Company Description
Spandana Sphoorty Financial Limited (SSFL) is a regulated Non-Banking Finance Company Micro Finance Institution (NBFC-MFI) licensed by the Reserve Bank of India to provide financial services without accepting public deposits. Originating in 1998 as a micro-credit program under a development society, SSFL has grown into a formal NBFC focused on supporting low-income households in both rural and urban areas. The organization is committed to strengthening socio-economic conditions, especially for women, by offering accessible credit to improve livelihoods, build identity, and enhance self-esteem. Spandana uses both group-based and individual lending models, tailoring loans to household economics and offering products such as farm equipment financing and loans against gold jewelry. For more information, candidates can visit www.spandanasphoorty.com.
Role Description
The Customer Retention Manager is a full-time, on-site role based in Mahagama. The role involves designing and implementing customer retention strategies, monitoring customer behavior, and taking proactive steps to reduce attrition across micro-credit and other lending products. The individual will analyze customer feedback and portfolio data, identify service gaps, and collaborate with branch teams to improve customer satisfaction and loyalty. Daily responsibilities include resolving escalated customer issues, coordinating with operations to ensure timely and accurate service delivery, and preparing reports on retention metrics and trends. The role also requires close interaction with field staff to ensure consistent communication, adherence to processes, and a positive customer experience across all touchpoints.
Qualifications
- Ability to manage and drive Customer Retention initiatives, with experience in developing loyalty or retention programs.
- Robust Analytical Skills to interpret customer data, identify trends, and recommend data-driven actions.
- Focus on Customer Satisfacti .
