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 strong ethical standards.
- Effective communication and reporting.
- Process orientation and cutting-edge 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