Description
- A "Centralised Complaint Redressal Cell" is a dedicated unit within an organization responsible for handling and resolving complaints from banks customers.
- It typically involves receiving, investigating, and addressing grievances raised through various channels, with a focus on providing prompt and effective resolution.
- Head-Centralised Grievance Redressal Cell is responsible for overall coordination of Greivance redressal team for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation, Co-ordination with Business Units and Branches for Closure of customer complaints, Coordination with Internal Ombudsman and closure of customer complaints.
- Head-Centralised Grievance Redressal Cell is also act as the single contact point to the Senior Management Team to provide regular update on customer complaints.
- The Head of Grievance Redressal is crucial in protecting the bank’s reputation, enhancing customer trust, and ensuring regulatory compliance.

Responsibilities




- Oversee the functioning of the grievance redressal mechanism across all branches and departments.
- Act as the Central Nodal Officer for Greivance Redressal for the Bank. Coordinates with various BO offices, DFS and other regulatory bodies to ensure resolution of complaints.
- Ensuring the smooth and productive functioning of Greivance Redressal Cell of the Bank. Maintain comprehensive records of all complaints and their respective resolutions.
- Identify systemic issues and recommend corrective actions.
- Conduct daily, weekly, and monthly analyses of customer complaints through the team; Generate and publish relevant MIS, Reports and dashboards to Senior Management.
- Handle escalated complaints from branches or customer service teams, acting as the final escalation point before referral to the Internal Ombudsman or RBI.
- Review all complaints for completeness and coordinate with the Internal Ombudsman for impartial evaluation of unresolved or complex cases.
-

📌 Lead - Centralised Grievance Redressal Unit| Mumbai
🏢 CSB Bank
📍 Mumbai