Role Overview:

We are seeking a seasoned leader to spearhead our Complaint Management function in Mumbai. In this high-impact role, you will define the strategic roadmap for grievance redressal, ensuring that customer concerns are resolved with precision, empathy, and speed. You will act as the primary custodian of the customer experience, collaborating closely with cross-functional leadership, regulatory bodies, and internal operations teams to transform feedback into actionable process improvements. By leading a high-performing team, you will directly influence our brand reputation, drive operational excellence, and ensure that our service standards consistently exceed industry benchmarks in a complex financial services landscape.

Key Responsibilities:

- Architect and execute a robust grievance handling framework that aligns with regulatory mandates and internal service level agreements to ensure seamless customer resolution.

- Drive process excellence initiatives by analyzing complaint trends and root causes to eliminate recurring friction points across the customer journey.

- Manage high-stakes escalation management protocols, serving as the final point of resolution for complex cases to protect organizational integrity and customer trust.

- Cultivate a culture of customer-centricity by mentoring teams to adopt empathetic communication and efficient problem-solving methodologies.

- Partner with senior stakeholders and technology teams to integrate automated feedback loops and digital solutions that enhance the overall customer experience.

Required Skillset:

- Demonstrated ability to lead large-scale operations within the financial services sector, with a proven track record of managing complex grievance frameworks and regulatory compliance.

- Exceptional stakeholder management skills, with the capacity to influence executive leadership and navigate cross-functional dynamics effectively.

- Strong analytical mindset, capable of translating raw complaint data into strategic insights that drive measurable process improvements.

- Superior communication and negotiation abilities, essential for resolving high-pressure escalations while maintaining professional relationships with internal and external partners.

- A postgraduate degree from a premier institute is highly preferred, reflecting a strong academic foundation in management or finance.

- Ability to thrive in a fast-paced, on-site work environment in Mumbai, demonstrating agility and a hands-on approach to leadership.

- 12 - 20 years of professional experience in customer service operations, grievance management, or related financial services leadership roles.