Core Responsibilities:

- Responsible to provide adequate and quick resolution to all the escalated complaints at GRC.

- Ensuring adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed by self.

- Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary.

- Evaluation of complaints and submit the RCA with action plan.

- Participate in various initiatives towards reduction in escalations of customer complaints.

- Ensure adequacy and quality of all complaints resolution at this level.

- To ensure the deliverables are met in a timely manner.

- Responsible to take up complaints reduction initiative among top categories.

- Ensuring all regulatory queries are answered to the regulators satisfaction.

- Keep the team motivated and assess their training requirements regularly.

- Effective team management.

- Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances.

People Management or Self-Management Responsibilities - Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.

- Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.

Risk and Internal Control Responsibilities - Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements.

- Implements the internal control systems in the department and participates in the departmental audits.

- Implements practices to bridge gaps identified during departmental audits.

SECTION IV: KEY INTERACTIONS

Key Internal Interactions Purpose of Interaction

- Business Stakeholders - For coordinating on all aspects, to deliver end to end customer grievance resolution.

- Key External Interactions Purpose of Interaction

- Regulator/ Government Authorities - For coordinating resolution to complainant.

- Vendor - For conducting investigation on customer grievance.

- Complainant/ Customer - For coordinating resolution to complainant/ customer.

SECTION V: KNOWLEDGE & EXPERIENCE

KNOWLEDGE

Minimum Qualifications - Bachelor's degree in any field.

Professional Certifications - NA

Language Skills - Written and spoken English is essential

EXPERIENCE

Years of Experience - A minimum of 7 years of relevant experience with at least 4 years in a similar role.

Nature of Experience - Prior experience in handling a team and managing customer grievances.

SECTION VI: COMPETENCIES & KEY PERFORMANCE INDICATORS

BEHAVIORAL COMPETENCIES

Core Competencies Competency Name Behaviors

- Customer Focus - Listens to and demonstrates an understanding of customers- stated and unstated needs.

- Delivers customer value through timely and quality execution of tailored customer solutions.

- Identifies problems, critically reviews facts, identifies root causes and derives practical solutions.

- Professional Entrepreneurship - Seeks out new challenges, secures resources and work towards achievement of success.

- Displays ownership for team and personal commitments including outcomes of incorrect decisions.

- Drive for Results - Takes effective decisions for the function/ team, focusing on the short to medium term objectives.

- Displays a high sense of initiative and urgency towards delivering results on time.

- Raises bar for self- performance in delivery of results while ensuring adherence to stated timelines.

- Influence and Impact - Effectively uses positive influencers and counters negative influencers to meet his objective in a situation.

- Develops strong customer relationships by ensuring care and responsiveness in all interactions.

- Quality Focus - Identifies sources of errors or aspects impacting quality of work/service delivery and determines a course of action to prevent their recurrence.

- Strives to continuously improve existing process and devise new ways of doing things within own sphere of operation to enhance efficiency in operations and processes.

TECHNICAL COMPETENCIES

- Workforce Planning

- Learning Need Analysis

- Employee Relations

- Talent Management

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