Manager Retention and Asset Product Management

About the role

The Manager, Retention and Asset Product Management will lead an outbound tele‑sales unit focused on multi‑product sales and proactive customer retention. The role oversees the full lifecycle of credit‑card, mortgage, personal loan and auto‑loan customers, driving portfolio growth and reducing attrition.

Key responsibilities

• Build and manage an outbound tele‑sales team to sell and retain credit‑card and related products.
• Drive inorganic portfolio growth for credit‑card products, insurance, and supplementary cards.
• Handle retention activities across mortgages, credit cards, personal loans and auto loans, including closures, buy‑outs, balance transfers, rate reviews and escalations.
• Coordinate retention, win‑back, cross‑sell and save campaigns, tracking engagement, conversion and profitability.
• Resolve retention‑related service requests, complaints and frontline escalations in partnership with Sales, Operations, Credit, Compliance and Contact Centre teams.
• Support end‑to‑end mortgage product management, including pricing, policy updates, campaign execution and portfolio monitoring.
• Identify, engage and onboard developers, brokers and real‑estate partners to expand the mortgage business.
• Track mortgage acquisition, buy‑out, cross‑sell and broker‑led campaigns, monitoring lead generation, conversion and portfolio growth.

Required profile

• Proven experience managing customer retention and cross‑sell initiatives in banking or financial services.
• Strong understanding of credit‑card, mortgage, personal loan and auto‑loan products.
• Ability to coordinate multi‑functional teams and external partners.
• Excellent analytical skills to monitor campaign performance and portfolio metrics.
• Customer‑focused mindset with a track record of reducing attrition.

Required skills