Process Head - Complaint Management - Securities/Broking House

1) Lead the response and resolution of customer complaints that are received from the Regulator or in Complaints ID via any of the internal channels with Quality of resolution being of paramount importance.

2) Understand each query type, liaise with internal stakeholders to get the concerns resolved and leverage team to revert back to customers with defined TAT.

3) Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time.

4) Lead and mentor team to ensure desired output in terms of Productivity, Quality, CSAT and NIL escalation to Regulators if a case is received by internal complaint unit.

5) Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence.

6) Own the reduction of overall complaints to the regulator and ensure best in industry score on Complaints toTraded Clients ratio.

7) Ensure achievement on all core business objectives & defined KPI / KRA parameters.

8) Implement requisite tools / automation to drive efficiencies and better management of complaints.

9) Own and drive new initiatives and competitive benchmarking on a monthly basis to ensure best in class Performance.

10) Liaise with Product, Tech, Operations, Customer Support and other teams as necessary to drive end to end process improvements.

11) Own and ensure Reporting & Data visibility as per business expectations.

Primary Responsibilities:

- Lead the response & resolution of customer complaints that are received from the regulator or in complaints ID via any of the internal channels with quality of resolution being of paramount importance