Lead the framework for identifying, tracking, and resolving grievances arising from debt recovery activities across KSFs product lines. Will act as the bridge between the field collection teams (and third-party agencies) and the formal grievance redressal system (Customer Experience Team) ensuring every complaint is treated as a process-improvement opportunity.

Key Responsibilities

1. Grievance Strategy & Governance

- Framework Design: Establish and maintain a robust Complaint Management System (CMS) specifically for the Collections vertical.
- Policy Compliance: Ensure all collection practices align with the Fair Practices Code (FPC)/Code of Conduct (COC) & regulatory mandates regarding harassment, timing of calls, and data privacy.

2. Complaint Resolution & Escalations

- Root Cause Analysis (RCA): Deep-dive into recurring complaints to identify systemic issues—whether they stem from specific agencies, scripts, or product lines.
- High-Value Escalations: Take direct accountability for Leadership or Regulatory complaints (e.g., from the CEO/CXO, Ombudsman or consumer courts).
- TAT Management: Ensure all complaints are resolved within the stipulated Turnaround Time (TAT), maintaining high quality in written and verbal communication.

3. Agency & Vendor Oversight

- Consequence Management: Implement a penalty or "blacklisting" framework for agencies that consistently generate valid complaints or violate the code of conduct.
- Training:



Collaborate with training teams to design "Soft Skills & Ethics" modules for field and tele-calling staff.

4. Analytics & Reporting

- Dashboard Management: Present monthly grievance snapshots to senior leadership, highlighting agency level, product level, category level region level trends. Use the data to analyse specific "Risk Areas"

Experience in Asset Disposal & Pool Sale

Asset Disposal – Immovable

- Clear understanding & handling of immovable assets, repossessed to disposed.
- Identification & Empanelment of Vendors for Disposal.
- Set up the process for Auction
- Automation of the required MIS’s
- Vendor Management from Valuation to Online Portals
- Drive numbers via disposal of assets

Pool Sale

- Interact with ARCs/NBFCs for the identified pool for sale
- Wing to wing closure on the post pool sale activities

Key Performance Indicators (KPIs)

Metric

Target / Objective

Complaint Volume

Reduction in month-on-month (MoM) complaints

First Time Resolution (FTR)

FTR - Percentage of complaints resolved in the first interaction.

Qualification & Experience

- Education: MBA (Finance/Marketing) or Postgraduate degree.
- Experience: 8–12 years in Banking/NBFC collections, with at least 8 years specifically in Collections or Grievance Redressal.
- Skills:
- Effective in Process Set-ups, Transaction Monitoring/Call Quality, Process Re-engineering, People & Stakeholder Management
- Excellent negotiation and "de-escalation" skills.
- Proficiency in CRM tools (Salesforce, CRMnext) and data visualization (PowerBI/Tableau).

📌 Customer Complaints- Collections (Mumbai)
🏢 Abacus Consultants
📍 Mumbai