Key Responsibilities:

- Will be responsible for monitoring of complaint / queries data on an ongoing basis for the bank.

- Will be responsible to analyze the complaints data and provide the Trend lines / MIS with various cuts like Erring Functions / Resolving Departments / Product Segments / Business Segments / Customer Segments / Geographies etc

- Will conduct Root Cause analyses thru the team of all the escalated complaints and share the findings with respective teams for process improvement actions

- Will be responsible for sharing the analyses with respective stakeholders on a periodic basis

- Will be responsible to share the complaints data as per RBI requirements on the pre-decided frequency (Tranche data / RBS data)

- Will be responsible for monitoring, reporting and analyses of all BO complaints.

- Will be entrusted to keep a track of all the escalated complaints in terms of the issue, resolution, response, timelines, adequacy, repeat complaints, CRM Logs etc

- Will be responsible to keep a track of all BO cases and their timely closures in both BO books and well as internal CRM

- Will be responsible to liase with concerned functions in the bank e.g. OR, Compliance and IAD on an ongoing basis to comply with the regulatory guidelines

- Will have to conduct a study of peer banks and competition with respect to the GR process and strive to implement the best practices

- Will also have to set up benchmark indicators in line with competition e.g. TATs, Adequacy and Customer Satisfaction with regard grievance resolution

- Will be responsible to monitor the complaints Resolution TAT adherence, Adequacy of Complaints and Lodging of relevant details in the CRM system by the front channels

- Will monitor and report all customer complaints to concerned authorities and stakeholders through an effective MIS and communication

- Will be responsible to provide data on complaints / queries to the relevant authorities on a periodic basis as per the template

- Will participate in all internal and external reviews pertaining to the customer complaints resolution, Turn Around Time and volumes.

- Will be responsible for monitoring and controlling the volumes of complaints across all layers of escalation thru a well-designed dashboard and Grievance Redressal mechanism

- Will ensure compliance matters relating to Grievance Redressal by the Bank. This would include measures being taken to reduce the number of complaints apart from properly capturing them in the CRM system

Key Competencies / skill set -

- Extensive knowledge of the regulations pertaining to Grievance Redressal in Banks

- Competency on analytical tools / BI tools for Data analysis will be an advantage

- Should possess the skills of project management including Root Cause Analysis and Brainstorming techniques in order to help reduce complaints incidents

- Should be well versed with the process of inter-bank Grievance Redressal

- Should have worked in a Service, Process Excellence environment for at least 15+ years

- Should have excellent command on the following soft skills

Team Management

Communication Skills

Presentation Skill

Analytical Skills

Negotiation Skills

- Should have worked in a cross functional environment extensively

- Should have liaised with Banking Ombudsman or other RBI officials from the perspective of representing escalated complaints

- Must have excellent business writing skills

Desired Candidate Profile

- Must possess an experience of liaising with RBI / IBA / BO in the past

- Must possess a very strong Data Management Skills

- Must possess a very strong analytical mindset

- Six Sigma and Statistical skill set will be an added advantage

- Must possess a positive mindset towards problem resolution

- Must have a customer and process orientation

- Must be self driven and independent in resolution of conflicts

- Must be a high performing professional in past work assignments

Qualifications

- PG / MBA with a minimum of 15+ years of relevant work experience

Experience:

- Should have handled said profile for at least 12+ years preferably in another bank

- Must have team handling experience for at least 8+ years

- Must possess experience of managing data, analyzing and coming up with action plan

- Banking Processes

- Complaints Management Process

- Customer Relationship Management systems

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