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
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