Business Group - CSQG

Senior Management - Escalations Team

- The incumbent for this position will handle Sr Management Escalations Team. This team handles customer escalations, complaints sent across to SGMs & above.

- The person will be required to manage a fairly large team (size:25, inclusive of both direct & Indirect reportees)

- Ability to handle large number & varied degree of retail (NRI, wealth, PB etc ) complaints. This at times will require, direct customer interactions, which entail, negotiating & pacifying the customer in order to prevent further escalations/legal implications. At times, the incumbent may also be required to present a firm posture, incase of tough stance.

- Managing customers & Sr stakeholders, within bank & group companies as well.

- Conducting Trend Analysis of complaints, customer queries.

- Conducting root cause analysis(RCAs) for queries, product wise, segment wise for further query references.

- Conducting further process improvements in liaison with various teams(business, product teams).

Qualification : CA / MBA from Tier 1 Campus

12 – 20 years of relevant experience.

Location - Mumbai

Pleases send your resume to pooja.menghani@ext.icicibank.com