To lead the BO/Regulatory Complaints team and ensure timely, accurate, customer-centric and compliant resolution of regulatory grievances, while driving solid individual and team performance.
Key Responsibilities
- Lead and supervise a team of 5 officers responsible for handling BO/Regulatory complaints.
- Ensure complete and satisfactory resolution of complaints within 7 calendar days, with adherence to prescribed regulatory and internal timelines.
- Monitor case ageing, pendency, write-backs and follow-ups on a daily basis to prevent delays and TAT breaches.
- Coordinate with RNO and relevant stakeholders to ensure all BO queries and clarifications are addressed accurately and within stipulated timelines.
- Ensure adherence to defined Service Quality (SQ) parameters, process standards and regulatory requirements.
- Drive positive TNPS and customer experience through timely, accurate and effective complaint resolution.
- Monitor achievement of individual officer KRAs, productivity, TAT, SQ and TNPS, and provide regular coaching and corrective guidance.
- Maintain robust process governance, documentation and compliance, with timely escalation of critical, high-ageing or sensitive cases to management.