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 relevant stake holders on a timely manner.

Audits

- Responsible for maintaining required data/MIS/evidences which may be required during audits.
- Participate in statutory, internal and external audits when required.

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