Description
The Team Leader Grievance Escalations will lead a team of 7–8 officers responsible for resolving complex customer complaints that are escalated beyond Level 1. This role is pivotal in ensuring effective and timely resolution of grievances, improving overall customer experience, and enhancing trust in the bank’s service delivery. The role also focuses on driving Turnaround Time (TAT), resolution quality, Net Promoter Score (NPS), and continuous process improvement to reduce repeat complaints.

Key Responsibilities:

Complaint Resolution Oversight:

· Ensure timely and complete resolution of all Level 2 complaints in line with internal policies, regulatory requirements (e.g., RBI guidelines), and service standards.

· Review case details, perform root cause analysis, and validate proposed resolutions before closure.

· Maintain high-quality communication with customers, ensuring clarity, empathy, and accountability.

Team Leadership:

· Lead, mentor, and manage a team of 7–8 grievance officers.





· Allocate cases efficiently and monitor daily workload to ensure timely actions.

· Conduct regular reviews, performance assessments, and on-the-job coaching.

Customer Centricity & NPS Management:

· Ensure that complaint resolutions are customer-friendly and contribute to improved Net Promoter Scores (NPS).

· Analyze customer feedback post-closure and drive initiatives to enhance customer delight.

· Foster a culture of empathy, ownership, and first-time-right resolution within the team.

TAT & Quality Governance:

· Drive strict adherence to Turnaround Time (TAT) SLAs while maintaining response quality.

· Conduct regular audits on closed cases to ensure compliance and completeness.

· Highlight any systemic gaps that hinder TAT or quality.

Process Improvement:

· Identify trends and recurring issues from escalated complaints and share insights with relevant business units.

· Recommend and lead process improvement initiatives to reduce repeat grievances and

📌 Team Leader Grievenace Redressal-HO (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai