Location: Head Office, Bangalore
Reporting To: Senior Manager

Job Summary:

This position is responsible for:

- Tracking all customer and employee grievances that are created/updated in the Grievance Redressal System.

- Resolving the grievances within the TAT.
- Achieving the assigned targets.
- Performing as per the standard policy and processes.

Broad Roles and Responsibilities:

- Monitor the Grievance Redressal System for ticket updating and also capture all the required information for each ticket.
- To understand the grievances and resolving them within the TAT.
- Categorization of tickets based on the pre-defined parameters, monitoring TATs, escalate tickets based on potential deviation and avoid breach of SLAs.
- Creation of Grievance Closure Report as per the prescribed formats, before closure of each Grievance.
- 100% achievement of targets.




- To implement GRC process in all the branches and ensure that the process is being followed.
- Ensure timely submission of consolidated reports as assigned.
To improve the productivity and effectiveness of the team.
- Keeping up to date and following up with latest policies and procedures of the company.

Educational Background & Skillset:

- Graduate/ Post Graduate/ PG Diploma
- English, Tamil and Malayalam: Written and spoken skills
- Excellent interpersonal and co-ordination skills
- Experience in customer support/ Grievance Redressal team is preferred.

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📌 Officer – Grievance Redressal Team (India)
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