Senior Manager - Analytics - Escalations - Grievance Redressal Team - BFSI

Role:

- Candidate must be proficient with MS Office applications - Excel and Advance excel, MS-Access. Knowledge on macros will be an added advantage. Knowledge of pivots, Vlookup, Hlookup is mandatory.

- MS Powerpoint for presenting the analysis, trends and insights is a must.

- Prepare Monthly or Quarterly MIS to be published to Management or RBI. Should take complete onus for ensuring the timeliness and accuracy of all the reports shared internally or with regulatory bodies.

- Business presentation skills along with data analysis is a must.

- Identify, analyze and interpret trends or patterns in the available data sets.

- Excellent interpersonal (verbal and written) communication skills are required to support working with internal & external teams.

- Ability to manage multiple priorities and assess & adjust quickly to changing priorities.

- Requires leadership qualities to mentor junior members of the team.

- Work together with other team members for cross-training and being a back-up to other team members if the situation demands.

- Should have worked with the Grievance redressal team or Complaints management team in her/ his previous instincts.

- Collaborating with a cross-functional team in resolving complaints with defined timelines.

Experience:

- Master's degree in Business Administration/ Operations or a related field.

- 5-6 years of relevant experience as a part of the Grievance Redressal team in the BFSI sector.

Required Competencies:

1. Operational Excellence

2. Business Acumen

3. Analytical Skills

4. Risk Assessment

5. Influence and Negotiate

6. Team Management

7. Project Management

8. Data Analytics