REWARD 360 BUSINESS SERVICES PVT. LTD.

Job Description

Manager – Complaints Handling & Escalations

SmartBuy Back-Office Operations

Reports to: Senior Manager, SmartBuy Back-Office Operations

Location: Bangalore

Team size managed: [15+]

About us:

Reward360 Global Services Pvt Ltd is India premier Customer Engagement Solutions Company. Headquartered in Bangalore with an office in Dubai and Singapore, our ‘Global’ loyalty solution has been built after years of deep understanding of consumers, the nuances of the loyalty diaspora, the onset of big data, and most important the simplicity that needs to be delivered across any loyalty program

Role Purpose

Own end-to-end resolution of escalated and regulatory-sensitive customer complaints across HDFC SmartBuy travel bookings, ensuring timely, compliant, and commercially sound closure — including RBI Ombudsman references, OTA-dependent refund disputes, and compensation decisions within delegated authority.

Key Responsibilities

- Own the escalation ladder for complex/high-risk cases (Contact Centre TL Manager level), taking direct ownership of anything with regulatory exposure (RBI Ombudsman, banking ombudsman references) or reputational risk
- Investigate root cause across airline/OTA/bank touchpoints and produce audit-ready RCA documentation for bank submission
- Make or recommend compensation and refund decisions within approval thresholds (e.g., up to ₹30,000 individually; escalate above that per dual-approval framework)
- Draft formal closure narratives, customer-facing responses, and regulatory correspondence to defined format and tone standards
- Track OTA partner performance on refund recovery and escalate systemic leakage patterns (e.g.,



partner-specific delays or shortfalls)
- Monitor SLA adherence and drive corrective action on breaches
- Liaise directly with HDFC stakeholders on case status, RCA findings, and policy exceptions
- Build and maintain a case-severity triage framework and cheat sheets for frontline agents
- Coach and upskill agents/TLs on de-escalation, documentation discipline, and regulatory-case handling
- Report weekly/monthly complaint trends, aging, and closure metrics to leadership

Must-Have Qualifications

- 5–8 years in customer service/complaints/escalations, ideally in BFSI, travel, or BPO/back-office operations
- Direct experience handling regulatory or ombudsman-referred complaints
- Ability to multi-task and manage multiple escalations simultaneously without compromising quality
- Advanced Excel proficiency (dashboards, trackers, pivot tables, reporting)
- Demonstrated ability to work under pressure, especially on regulatory or time-bound cases
- Strong written communication — able to draft RCA documents and formal bank/regulator correspondence independently
- Working knowledge of refund/chargeback/reconciliation processes, ideally travel or payments domain
- Comfortable making judgment calls on compensation within financial authority limits

Positive to Have

- Experience working with OTA partners (MakeMyTrip, Cleartrip, Goibibo, etc.) or airline refund processes
- Exposure to RBI/banking ombudsman process specifically
- Excel proficiency for SLA/aging dashboards

Key Metrics (Success Measures)

- TAT adherence on escalated cases
- Regulatory case closure quality (no repeat escalations to Ombudsman)
- Compensation spend vs. budget/credit pool
- Customer satisfaction / repeat complaint rate

📌 Manager - Complaints Handling and Escalations (India)
🏢 Reward360 Global Services Private
📍 India