To lead the BO/Regulatory Complaints team and ensure timely, accurate, customer-centric and compliant resolution of regulatory grievances, while driving robust 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.