Head - Complaints Management Team - Bank

Role - Head CMT (Complaints Management Team)

Grade - Upto GEVP Grade

Location - Yes Bank House, Santacruz, Mumbai

Please look for profiles with banking experience :

It is essential that the candidates are exposed to Query / Request & Complaint Management from Banking perspective

Strategic/ Managerial Responsibilities:

- Develop and design bank wide strategy to reduce the incidents of customer complaints across all layers of escalations

- Development of mechanism to conduct RCA of critical complaint areas and initiate process, people and system changes along with peer groups

- Ownership of GR policy of the bank.

- Periodic presentation and submission to the board and or its sub committee the status of customer complaints, their resolution, adherence to turnaround times and initiatives taken to arrest the grievances

- Joint ownership of changes sought by regulators in terms of system or procedural changes with concerned

- Own and manage customer complaints related metrics established by internal control units like Internal Audit Dept, Compliance, Operational Risk and Regulators

Core Responsibilities:

- Responsible for managing timely and adequate resolution of all escalated complaints across different levels of escalation

- Manage first level of customer complaints in the form of Emails received from the customers

- Carry out RCA of critical complaint areas and identify root causes with a view to reduce the numbers in a continual manner

- Cross functional engagement with peer groups to arrive at the right solutions, changes in the process and systems to reduce the customer complaints

- Monitoring and managing BO complaints through the Nodal Officer structure of the bank

- Analyze and take necessary steps to reduce BO complaints with specific peer groups

- Completely own the GR policy of the bank in line with the recommendations from RBI / IBA and adherence to the said guidelines

- Own the Internal Ombudsman mechanism from an end to end design and execution perspective as per the guidelines of IO Scheme 2018 by RBI

- Closely engage with the Internal Ombudsman of the bank to identify areas of opportunities in peer groups with a view to reduce IO referrals

- To cascade the learnings from IO decisions to respective business / product / line units so that business can avoid referring similar cases to IO

- Ownership of complaints data management i.e. monitor trends, publish dashboard to management, identify spikes and special causes of complaints on a periodic basis

- Responsible for providing data and insights to various control groups like OR, Compliance, IAD, Standing Committee, Service Committee of the Board etc as per decided frequency

- Take lead in implementation of system level changes primarily used for complaints management, IO workflow, complaints reporting, Email management and CRM

- Participate in external and regulatory forums in the capacity of Principal Nodal Officer

- Represent the bank from PNO perspective in External forums

- Providing responses to various queries from regulatory bodies in the capacity of the PNO of the Bank through very close engagement with the business groups

- Responsible to answer queries on trends, initiatives, changes related to customer complaints to the management committees & board committees

- Responsible for taking necessary modifications and changes in case of changes as notified by the external regulators or compliance team internally

- Responsible for sharing information and answering queries arising out of RBS audits through coordination with business units and internal control groups

- Ensure compliance of BO advisories in accordance with Bank policies and business views. In case of any disconnects the extant process of contesting the BO decision to be executed

- Meeting all BOs across the country on a once a year basis with a view to understand the views and take feedback for improvement of internal processes and procedures

People Management or Self-Management Responsibilities:

- Responsible for hiring, training and monitoring the performance of teams e.g. GRC, PNO, MD & CEO Escalations, IO DRT, BO Desk, YES Touch ( Email Team)

- Need to be abreast of the latest regulatory requirements on Complaints Management and Customer Service e.g. BO Scheme, IO Scheme, Master Circular on Customer Service, BCSBI Code, Various critical RBI circulars like "Limited Liability", "Harmonization of TATs", " Strengthening of Grievance Redressal by banks" etc

- Responsible for skill management of the team based on the specific job roles with help from YES School of Banking and HR

- Ensure Nodal officers are adhering to the process of BO engagement and responding timely and adequately to the queries raised.

- Ensure continuous and active engagement of the Nodal Officers with their concerned BO Office and their dealing officers

Risk and Internal Control Responsibilities:

- Ensure adherence to the IAD / OR and Compliance internal guidelines related to Grievance Redressal

- Participate in ERMC, ORMC, Standing Committee, Service Committee and other regulatory forums as per the established Terms of Reference

- Attend and actively participate in BO / RBI forums

- Focus on the corresponding metrics impacting Reputational risk

SECTION IV: KEY INTERACTIONS :

Key Internal Interactions :

Purpose of Interaction :

Business Stakeholders :

- For coordinating on all aspects, to deliver end to end customer grievance resolution.

- All Design, Execution & Control functions within the Bank

Control Units :

- For compliance need of various provisions of regulatory circulars

- To take views on specific areas where deferral to be taken or any representation to be made

- Understanding any regulatory change from regulators

- Standing Committee, ERMC, ORMC, AMC, Service Committee

- As per the terms of references of the specific committee

Key External Interactions :

Purpose of Interaction :

- Regulator/ Government Authorities

- Submissions, Query resolution, Forums for discussion as PNO Vendor

- For compliance of customer complaints guidelines

- For monitoring their performance with regard

Complainant/ Customer :

- For resolution to complainant/ customer

- For understanding specific requirements in case of any deviation from the norms of the Bank

- For post resolution satisfaction feedback and CSAT measurement

Minimum Qualifications :

- Graduate, MBA or relevant post graduation preferable

Professional Certifications :

- BCSBI Code Compliance

Language Skills: Written and spoken English is essential

EXPERIENCE :

Years of Experience :

- A minimum of 15-18 years of relevant experience with at least 10 years in a similar role.

Nature of Experience: Prior experience in handling similar role with team management skills