Associate Service Manager WBG HO / IPO / CIP 0143 1504 1064461

About the role

Lead and manage the Wholesale Banking Escalation Desk, handling complex customer complaints and service escalations. Ensure timely resolution of grievances in line with RBI regulations, CPGRAM guidelines, and internal policies. Conduct root cause analysis of complaints and drive corrective actions to prevent recurrence.

What you'll do

• Lead and manage the Wholesale Banking Escalation Desk, handling complex customer complaints and service escalations
• Ensure timely resolution of grievances in line with RBI regulations, CPGRAM guidelines, and internal policies
• Conduct root cause analysis of complaints and drive corrective actions to prevent recurrence
• Collaborate with Business, Operations, Legal, Compliance, Product, and Technology teams for effective complaint resolution
• Monitor complaint trends, prepare MIS reports and management dashboards, and provide actionable insights to senior leadership

What you need

• 8–15 yrs of experience
• MIS reporting
• Compliance
• Complaint handling
• Customer service
• Root cause analysis
• Any graduate