- Grievance Handling: Receive, acknowledge, register, and maintain records of all complaints and grievances received through email, phone calls, written communication, or other designated channels.
- Complaint Investigation: Examine complaints objectively, collect relevant information, coordinate with concerned departments, and identify the root cause of each grievance.
- Resolution and Follow-up: Ensure that grievances are addressed promptly and appropriately, with regular follow-ups until closure.
- Regulatory Compliance: Ensure that grievance-handling procedures comply with applicable laws, regulatory guidelines, and internal company policies relevant to the business.
- Customer/Employee Communication: Communicate professionally with complainants, provide updates on complaint status, and explain the resolution or next steps clearly.
- Escalation Management: Escalate unresolved, sensitive, serious, or high-priority complaints to the appropriate authority within the prescribed timelines.
- Documentation and Reporting: Maintain an accurate grievance register, including complaint details, dates, investigation findings, actions taken, escalation details, and closure status.
- Confidentiality: Protect confidential information and ensure that grievance-related records are accessed only by authorized personnel.
- Trend Analysis: Identify recurring complaints, process gaps, and potential risks, and recommend corrective or preventive measures to management.
- Coordination with Departments: Work closely with HR, Operations, Customer Support, Collections, Compliance, Legal, and other relevant teams to facilitate timely resolution.
- Policy Implementation:



Support the implementation and communication of grievance redressal policies, standard operating procedures, and complaint-handling processes.
- Management Reporting: Prepare periodic reports on complaints received, resolved, pending, overdue, and escalated, along with recommendations for improvement.
- Key Skills and Competencies
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to investigate complaints objectively and impartially.
- Professional handling of sensitive and confidential matters.
- Positive coordination, documentation, and follow-up skills.
- Knowledge of grievance redressal procedures and applicable compliance requirements.
- Ability to manage multiple complaints and meet resolution timelines.
- Proficiency in MS Excel, email communication, and complaint-tracking systems.4. Key Performance Indicators (KPIs)
- Timely acknowledgement and resolution of grievances.
- Percentage of complaints resolved within prescribed timelines.
- Accuracy and completeness of grievance records.
- Number of pending and overdue complaints.
- Quality of investigation and resolution.
- Compliance with internal policies and applicable regulatory requirements.
- Reduction in recurring complaints through corrective actions.

Pay: Up to ₹400,000.00 per year

Benefits:

- Flexible schedule

Application Question(s):

- Do you Have experience in NBFC Sector, if yes then How much?
- Your Current In hand Salary & Expected In Hand Salary?
- Can you Join us Immediately?

Experience:

- Customer relationship management: 1 year (Required)

Work Location: In person

📌 Grievance Executive (Delhi)
🏢 RSNA Servitech
📍 Delhi