To oversee grievance management processes, ensuring timely resolution of customer complaints, regulatory compliance, service quality and continuous enhancement of customer experience.

Experience Range: 8 to 10 years

Qualifications:

Graduate/ MBA

A "Centralised Complaint Redressal Unit" 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.
- Responsible 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.
- Facilitate easy access to grievance redressal channels for all customers.
- Conduct surprise branch audits as per plan,



analyze trends/root causes and drive timely corrective actions.
- Ensure unbiased reporting, track issue closures and recommend disciplinary actions for policy/process deviations.
- Act as SME, support branches with process clarity and deliver targeted training.
- Lead VoC initiatives, streamline customer journeys and manage NPS/CSAT programs.
- Analyze feedback and complaints, identify root causes, implement CAPA and ensure closure.
- Liaise with teams, evaluate tech solutions and deliver insights to enhance customer experience.
- Continuously improve processes by leveraging industry trends and best practices.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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