Vice President - Escalation Management - BFSI

Key Responsibilities:

- Acting as a primary point of contact for Senior Management, RBI & other regulatory bodies regarding escalated customer complaints.

- Collaborating with Senior Management to define & implement policies & procedure for handling customer complaints.

- Develop & implement strategies to ensure timely & effective resolution of escalated customer complaints.

- Collaborating with other departments such as legal, compliance & operations to address complex customer issues & ensure compliance with regulatory requirements.

- Preparing reports & updates for senior management on the status of escalated complaints & key performance metrics.

- Representing the organization in meetings with RBI & other regulatory bodies to address customer service related matters.

- Reviewing & analyzing escalated customer complaints to identify recurring issues & propose improvements to enhance the customer experience.

- Provide guidance & support to customer service representatives handling escalated complaints, including coaching & training.

Expertise required/ Domain Knowledge: Strong team player with advanced problem solving skills, exceptional communication abilities & experience of working with leadership & regulatory institutions

No. of years of relevant experience: Graduate / Post graduate with 10 to 15 years of work experience

Any specific specialization/education: NA