Position Overview
The Retention Manager is responsible for maximizing deposit roll-over and minimizing churn by managing the full maturity portfolio across Field and Digital Relationship Managers.
This role ensures that all upcoming deposit maturities are proactively managed, contacted on time, and converted into renewals.
The Retention Manager does not own acquisition.
The role owns retention performance and maturity discipline.
Key Responsibilities
- Deposit Maturity Management
- Maintain full visibility of all deposits maturing within 60 / 30 / 14 / 7 days
- Monitor and track maturity pipeline across all RM teams
- Ensure 100% coverage of upcoming maturities
- Retention Performance Control
- Track monthly roll-over rate
- Monitor renewal commitments vs actual renewals
- Escalate delayed or uncontacted accounts
- Report weekly retention dashboard to Head of Deposits
- RM Coordination
- Ensure each RM contacts their clients within defined SLA
- Follow up on unconfirmed renewals
- Support RMs in structuring renewal conversations when needed
- Escalation & Risk Management
- Identify high-risk maturities (large tickets / strategic clients)
- Escalate potential outflows early
- Coordinate with management on retention strategy
- Process & CRM Discipline
- Ensure maturity tracking accuracy in CRM
- Improve renewal workflows
- Propose process improvements to increase roll-over rate
KPIs
- Monthly Retention Rate (%)
- % Clients Contacted by T-30
- % High-Value Clients Contacted by T-45
- Accuracy of Maturity Tracking
Requirements
- 3–7 years experience in banking, deposits, lifecycle, or portfolio management
- Strong understanding of time deposits / fixed deposits
- Experience working with CRM systems
- Strong analytical and reporting skills
- High level of discipline and follow-through
- Ability to manage and influence RM teams
- Comfortable working with data and performance metrics
