Role Details

Business

Aditya Birla Capital

Location

Mumbai

Role

Nodal Complaints Officer

Department

Operations & Customer Service

Eligibility Criteria

Bachelor or master’s degree

Required Skills & Competencies

Customer Service & Relationship Management
Communication & Interpersonal Skills
Integrity and robust ethical standards.
Effective communication and reporting.
Process orientation and innovative mindset.
Networking and stakeholder management.
Problem-Solving & Resolution Management.
Escalation & Complaint Management

Key Responsibilities

Respond to customer complaints

Strictly adhere to the Grievance Framework designed for the team.
Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
Documentation of Customer Complaint which is fairly and efficiently executed in CRM
Ensure end to end closure of complaint and zero recurrence.
Respond to complaints received on the regulators portal and ensure redressal within timelines.





Monitor & Analyze complaint types

Monitor the types of complaints received and analyze reasons, trends and share observations.
Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement.

Stakeholder Management

Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.

MIS and Dashboard for Senior Management

Maintain a detailed MIS on complaints and escalations
Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.

Root Cause analysis of complaints received

Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to releva

📌 Nodal Complaints Officer (India)
🏢 Aditya Birla Capital
📍 India