Yes Bank - Team Member - Grievance Redressal - Complaints Management Team

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.

People Management or Self-Management Responsibilities - Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.

- Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.

- Understands the competencies relevant to his/her role, and works towards displaying as well as developing these effectively.

- Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.

Risk and Internal Control Responsibilities - Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, reputational and audit risks as instructed by the departmental manager.

- Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

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

Professional Certifications - NA

Language Skills - Written and spoken English is essential

EXPERIENCE

Years of Experience - A minimum of 4-5 years of relevant experience with at least 2 years in a similar role

Nature of Experience - Prior experience in handling 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 needs.

- Delivers customer value through timely and quality execution

- Develops an understanding of problems and employs existing or new methods to find solutions.

- Professional Entrepreneurship - Takes proactive and constructive action at work with little or no direction from others.

- Displays responsibility for problems, initiatives and tasks that lie within the domain of own role.

- Drive for Results - Seeks to understand the rationale for key decisions and understands implications for own role/ actions

- Displays a sense of urgency to deliver outcomes as per stated timelines.

- Reacts to challenges by displaying an optimistic demeanor.

- Influence and Impact - Uses simple persuasion techniques to achieve the desired result / action / commitment from others.

- Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset

- Quality Focus - Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work.

- Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement.

TECHNICAL COMPETENCIES

- Process Management

- Stake holder Management

- Excellent business writing skills

- Data Analysis

- Service Orientation

- Employee Relations