Client Partner at Fynehand
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Vice President - Escalation Management - BFSI (10-18 yrs)
- 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
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