Key Responsibilities

· Lead Grievance Redressal Team: Manage a team of grievance redressal officers to ensure efficient and effective resolution of customer complaints.

· Complaint Resolution: Oversee the complaint resolution process, ensuring timely and satisfactory resolution of customer grievances.

· RBI Cases: Handle cases escalated by the Reserve Bank of India (RBI) and ensure timely and compliant resolution.

· PNO (Principal Nodal Officer) Cases: Manage cases received in the PNOs mail ID and ensure resolution in accordance with regulatory guidelines.

· MD Escalations: Handle escalations from the Managing Director (MD) and ensure prompt and satisfactory resolution.

· Root Cause Analysis: Conduct root cause analysis of customer complaints to identify areas for improvement and implement corrective actions.

· Process Improvement: Collaborate with cross-functional teams to improve processes and procedures, reducing the likelihood of similar complaints in the future.





· Customer Communication: Ensure timely and effective communication with customers regarding their complaints, providing updates and resolution.

· Reporting and Analytics: Track and analyze grievance data to identify trends, patterns, and areas for improvement.

Requirements

Experience: 15+ years of experience in customer service, complaint resolution or a related field with preferably last 2 years in a banking environment handling a similar Grievance Redressal role.

Skills: Excellent communication, interpersonal and problem-solving skills.

Knowledge: Robust understanding of banking products, services and regulations including RBI guidelines.

Leadership: Proven leadership and team management skills.

Interested please share your profile to : [email protected]

📌 Unit Manager - Grievance Management (Chennai)
🏢 equitas small finance bank
📍 Chennai