Job Requirements

About the Role

As a Team Manager – Grievance Redressal, based in Navi Mumbai, you will lead a team within the PNO-GRD function to manage customer complaints and escalations effectively. Your role involves driving business goals, optimizing team performance, and ensuring high-quality resolution of grievances. You will collaborate with internal and external stakeholders to enhance customer experience and ensure compliance with service delivery standards.

Key Responsibilities

Primary Responsibilities

Drive business goals in alignment with organizational requirements.
Lead and manage a high-performing team, ensuring productivity and efficiency.
Handle escalations and resolve crisis situations with a solution-oriented approach.
Collaborate with field teams and internal departments to ensure smooth grievance resolution.
Maintain robust understanding of Asset, Personal, and Business Banking products.
Focus on quality, revenue generation, cost control, and operational efficiency.
Utilize MIS and analytics to monitor performance and identify improvement areas.





Secondary Responsibilities

Collaborate effectively with internal and external stakeholders.
Manage challenging situations and go the extra mile to ensure customer satisfaction.
Think creatively to improve customer experience and grievance handling processes.
Provide insights and recommendations for process improvements.

What We Are Looking For

Education

Graduate in any discipline.

Experience

Proven experience in grievance redressal, customer service, or team management, preferably in banking or financial services.

Skills and Attributes

Excellent written and spoken communication skills.
Strong MIS and analytical capabilities.
Effective leadership, team management, and interpersonal skills.
Deep understanding of liabilities, assets, and credit card products and processes.
Strong problem-solving and convincing skills.
Self-driven with a proactive approach to achieving business outcomes.

📌 Team Manager-Grievance Redressal (Navi Mumbai)
🏢 IDFC FIRST Bank
📍 Navi Mumbai