Citi GCG - Portfolio Retention Manager in Singapore, Singapore

  • Primary Location: Singapore,Singapore,Singapore

  • Education: Bachelor's Degree

  • Job Function: Product Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17040703


  • Responsible for implementing the overall retention strategy for Credit cards and Ready Credit portfolio

  • Understand the importance of attrition management as part of Net Customer Growth bankwide strategy and be able to develop and implement effective retention strategies

  • Implement a strong yet financially viable retention offer palette with greater focus to defend last card closure and a selected base of high reward redemption / balance customers

  • Ensure a customer-centric and consistent account closure and retention process across all customer touchpoints including Citiphone, Branch, centralised Retention Unit and Operations

  • Work closely with stakeholder groups to review opportunities to implement effective gating measures eg. Enhance the retention conversation and delivery of retention offers, monitoring contact centre call volume vs capacity

  • Understand the global risk policy on inactivity closure requirement, and be responsible to implement the quarterly inactivity closure exercise. Ensure effective communication of last chance retention offer to customers via multi-channels and manage the actual closure process with key stakeholder groups


Skills required:

  • Strong organisational skills

  • Strong program execution ability with a customer-centric mindset

  • Demonstrated project leadership experience

  • Ability to work collaboratively with stakeholder groups

  • Good financial sense

  • Meticulous and able to piece various moving parts in complex processes