Complaint manager -Banking

Job Purpose: Define, Implement & Manage Service SLA's to enable effective service delivery and exception / escalation management for the bank.

Job Responsibilities(JR) : 6 - 8 Areas Actionable (4-6)

- Service Quality / Service Assurance - Understand customer needs and Business priorities and define and manage the service quality metrics for customer acquisition and instruction processing.

- Proactively identify service improvement plans and be the escalation points for incidence which has exceptional business impacts.

- Setting requirements for achieving standards of excellence in behavior and code of conduct and monitoring their compliance

- Plan direct and coordinate quality assurance programs and formulate quality control policies improving the RBB service delivery efficiency's

- Monitoring, publishing dashboards on SQ metrics for management attention and action.

- Conducting Mystery shopping surveys other audits to ensure adherence to the prescribed guidelines.

- Channelizing the customer feedback to the RBB seniors on timely basis and assisting continuous improvement of products , procedures and services.

- Ensuring insights on reasons for FTNR and TAT delays and enabling interventions to reduce the same for RBB.

- Understand the process gaps and recommend strategies for CX operations

- Define Dashboards and highlights indicators for trends of critical CX ops - CRM / FTS etc.

- Complaints management - Develop and design strategy to monitor the trends and reduce incidents of customer complaints

- Develop mechanism to conduct RCA of customer complaints and initiate process, people and system

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