Job Purpose

To ensure Timely & Quality management of Complaints, correct reporting’s, Trend Analysis to identify root cause and work with stakeholders to reduce complaints

Key Accountabilities

Complaints TAT reduction

Correct RBI/MAS Reporting oversight

Thematic Analysis of complaints to identify Process/Journey Gaps and fix the same to reduce customer complaints

Job Duties & responsibilities
Govern all complaints received from customers of Institutional Banking Group
Daily monitor and reduce Complaints TAT
Ensure Quality of response
Prepare RCA
Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
Review RBI reporting/Audits
Review and submit Group reporting
Work closely with Internal Ombudsman
Present the complaints details analysis and initiatives taken to bring down complaints or address Root Cause – to Board Members and Senior management quarterly
Maintain and Publish Complaints dashboard
Conduct Trainings/ share insights and learnings with frontline

Required Experience





Mandatorily worked in Banking Complaints Management in previous role.

Education / Preferred Qualification

Post Grad

Core Competencies

Understanding of RBI Circulars related to Customer Service and Complaints Governance. Complaints Management. Complaints Data Analysis to map and identify trends. Identify Journey breaks/pain points and lead conversations with stakeholders to fix the same.

Work Relationships
Govern all complaints received from customers of Institutional Banking Group
Daily monitor and reduce Complaints TAT
Ensure Quality of response
Prepare RCA
Identify Gaps looking at complaints trend and play a key role in working closely with stakeholders towards process & product improvement
Review RBI reporting/Audits
Review and submit Group reporting
Work closely with Internal Ombudsman
Present the complaints details analysis and initiatives taken to bring down

Location:

Mumbai

Job:

User Experience

Schedule:

Regular

Employee Status:

Full time

📌 Assistant Vice President, Specialist, User Experience Journey, Corporate Banking Mumbai
🏢 Important Business
📍 Mumbai