• 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.
• Identify trends and systemic issues through complaint analysis; recommend timely corrective and preventive actions to relevant departments.
• Submit periodic reports to senior leadership and regulatory authorities as required.
• Develop and implement the Grievance Redressal Policy in line with regulatory guidelines .
• Ensure customers are informed about their rights and the avenues available for grievance redressal.
• Ensure full compliance with the RBI’s Integrated Ombudsman Scheme and other applicable regulatory frameworks.
• Conduct training sessions for branch and customer service personnel on effective complaint handling practices.
• Promote awareness through branch displays, websites, and customer interactions.
• Use grievance data to identify service gaps and improve products, services, and processes.
• Ensure timely conduct of Quarterly Standing Committee Meetings on a monthly basis
• Preparation and submission of Board Notes on a regular basis to CSC of Board and Board
• Use grievance data to identify service gaps and improve products, services, and processes.
• Liasoning with Complaince, FRM, DCPC, Vigilance, Internal Audit Departments for smooth conduct of regulatory items and compliance.
• Single contact point for coordination of departmental activities for Regulatory audit and its compliance. Qualifications Graduate / MBA from reputed Institute Skilled Qualifications
• A minimum of 12
- 14 Years of relevant banking experience
• Proven experience in branch operations.
• Expertise in governance frameworks, process mapping, and root cause analysis.
• Ability to drive cross-functional collaboration and lead change initiatives

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