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06/09 Shilpa Minhas
Client Partner at Fynehand

Views:599 Applications:179 Rec. Actions:Recruiter Actions:12

Vice President - Escalation Management - BFSI (10-18 yrs)

Mumbai Job Code: 1310786

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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