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 significant 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 fron

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