About this role
Job Purpose
To ensure Timely & Quality management of Complaints, correct reportings, Trend Analysis to identify root cause and work with stakeholders to reduce complaints
Key Accountabilities
Complaints TAT reduction
Correct RBI/MAS Reporting oversight
Thematic Analysis of complaints to identify Process/Journey Gaps and fix the same to reduce customer complaints
Job Duties & responsibilities
- Govern all complaints received from customers of Institutional Banking Group
- Daily monitor and reduce Complaints TAT
- Ensure Quality of response
- Prepare RCA
- Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
- Review RBI reporting/Audits
- Review and submit Group reporting
- Work closely with Internal Ombudsman
- Present the complaints details analysis and initiatives taken to bring down complaints or address Root Cause – to Board Members and Senior management quarterly
- Maintain and Publish Complaints dashboard
- Conduct Trainings/ share insights and learnings with frontline
Required Experience
Mandatorily worked in Banking Complaints Management in previous role.
Education / Preferred Qualification
Post Grad
Core Competencies
Understanding of RBI Circulars related to Customer Service and Complaints Governance. Complaints Management. Complaints Data Analysis to map and identify trends. Identify Journey breaks/pain points and lead conversations with stakeholders to fix the same.
Work Relationships
- Govern all complaints received from customers of Institutional Banking Group
- Daily monitor and reduce Complaints TAT
- Ensure Quality of response
- Prepare RCA
- Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
- Review RBI reporting/Audits
- Review and submit Group reporting
- Work closely with Internal Ombudsman
- Present the complaints details analysis and initiatives taken to bring down
Location:
Mumbai
Job:
User Experience
Schedule:
Regular
Employee Status:
Full time