Division Lead - Retail Operations RCC Recon

About the role

The Division Lead – Retail Operations RCC Dispute (H) in the Recon, Compliance & Controls department is responsible for overseeing the customer dispute resolution process in alignment with regulatory and network-defined guidelines. This role focuses on improving complaint management structures, driving root cause analysis, enhancing turnaround times (TAT), and automating processes to elevate customer satisfaction.

What you'll do

• Lead the dispute resolution process, ensuring compliance with regulatory and network guidelines
• Collaborate with external regulatory bodies for issue handling and monitoring
• Work with the Operational Excellence team to generate management information and establish best practices for complaint handling
• Utilize root cause analysis findings to drive process improvements
• Maintain thorough knowledge of regulatory and network guidelines related to dispute resolution

What you need

• 6–11 yrs of experience
• Complaint handling
• Team management
• Root cause analysis
• Reconciliation
• Any graduate